Francis Morissette

Cannot enable on my instance.

Raphaël Péguet - Officers.fr I wasn't even aware that we could do this within our workflows... that would open a lot of possibilities.

Unfortunately, all the limitations here make it so that we cannot enable Messaging. The name and email is not carried over when the ticket is created, and private guide articles are not referenced when a customer is authenticated to the widget. 

Such a downer

@AMIE Zendesk uses a custom Sunshine integration for the chat widget, I'm not sure this feature is compatible with that, that would explain why

This has also been happening to me in my instance, and I'm the only agent. It's been a few months since this started, sometimes I will submit the change, not notice it, only to see an hour later that my SLA has gone over since I hadn't replied. 

None of the causes here apply to me.

Prakruti Hindia

It seems that the email is not carried over from the JWT to the created profile when Messaging with authentication is enabled. The external_id does show, but the email is not added to contacts, AND it creates a duplicate user instead of using the user with the same email that already exists. See ticket ID #10490436

@Prakruti, please open a ticket then, because I have a screenshot of the message being sent to the Facebook Messenger channel and that is not expected

The "request email for continuous conversation" action works. However, it is sent in ENGLISH to a French workflow (in Messaging, on Facebook Messenger for instance), how can we force French for our French brand?

Hi, maybe a note in the future would be great!

It would be nice to review the formatting of this article, it's hard to read.