For customer with Zendesk Chat + Support integration, a deeper integration with Web Widget would be a serious enhancement.
- Web Widget should cause Zendesk Chat triggers to fire before the chat widget loads, allowing the business user to configure more multibrand / department - specific flows before the Chat Widget even loads. This allows the admin, for example, to configure whether a Contact Us form loads vs. the Chat Widget based on department status, without resorting to the use of the JS API. See this article as an example of a flow this would enable: https://chat.zendesk.com/hc/en-us/articles/225968287-Multibrand-Setup-Part-2-Zopim-Zendesk-Integration
- Users of Zendesk Chat should be able to access Web Widget content (including Help Center content) even after initiating a chat. Currently, after the user activates the Chat Widget, there is no way for the user to return to the Web Widget. This is especially inconvenient when the user did not mean to activate the Chat Widget.
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