Sarah D.

My team needs the ability to create triggers based on call length. For our quality control, we want to check agents' short and longer calls. We also want to measure which types of calls have the longest or shortest talk time.

We do not want agents to have to add these tags manually, so we need to create triggers for call length.

Our organization started offering live chat for customers last fall. When we were using chat, customers had the option to submit immediate feedback in the chat with a thumbs up/down. 

When we transitioned to messaging, we lost that option. Lately I've taken over more ZenDesk administrative tasks, and I'd like to implement the immediate feedback again. Unfortunately, I cannot find any articles or instructions for how to turn this on for messaging anywhere.
I'd like instructions for how to re-enable this feature, or if it's not available for messaging, it would be extremely helpful to have.

Our team converted from “chat” to “messaging,” but we'd still like to utilize the rating function. Can we turn that on for messaging?