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多个对话使您的终端用户可在您的Web Widget或移动应用中同时进行多个消息传送对话,从而更快地解决其支持问题,并提供更满意的客户体验。
如果激活多对话,您的 人工智能专员行为 将在终端用户开始新对话时运行。多方对话极大地影响了终端用户与Web Widget和移动渠道互动的方式。
有关激活此功能的信息,请参阅 允许您的终端用户多个对话 。
请参阅 配置多对话, 以获取开发者关于此功能的信息。
本文章包括以下部分:
多对话的Web Widget体验的变化
对话列表
当终端用户单击启动器按钮时, Web Widget将显示终端用户现有对话的列表。对话根据每个对话中最新消息的时间以降序排列。终端用户可单击对话,在Web Widget中打开。
列表中的每个对话都包含以下信息:
- 对话的标题。
- 在对话中最新发送消息的专员的头像 。如果专员尚未回复对话,则会显示您的人工智能专员头像。如果专员没有头像,则显示默认专员图像。
- 对话 中最新消息的开始。如果是专员提交了最近的评论,则在消息前显示用户名;如果终端用户提交了最近的评论,则在消息前显示“您”。如果终端用户尚未阅读最新消息,则消息内容以粗体显示。
- 对话中最新消息的时间戳 。
-
未读消息的标记计数器 。
新建对话按钮。单击此按钮会将终端用户导航到对话屏幕并创建新对话。如果您已 移除“新建对话”按钮,则该按钮不会显示。在这种情况下,终端用户无法创建新的单独对话,但可以继续在任何现有对话中提出支持问题。
对话
当终端用户查看对话时, Web Widget框架包括以下功能:
- 对话标题,默认是对话的开始日期/时间。
- 对话中最新消息发送者的头像
- 返回按钮 ,用于返回对话列表。
使用 SunCo API 管理对话标题和视觉元素。
启动器按钮
当终端用户单击启动按钮打开Web Widget时,其行为取决于其预先存在的对话,以及与这些对话关联的工单是 活跃的 还是 非活跃的。
-
如果不存在对话, 对话屏幕上会打开新对话。
如果有一个或多个 活跃的 对话,则最近更新的对话将在对话屏幕上打开。终端用户可使用返回按钮导航到 对话列表屏幕。
- 如果所有现有对话都处于 非活跃状态,则打开对话列表屏幕,允许终端用户选择要重新访问的对话,或点击新建对话按钮以开始新对话。
多对话的移动体验变化
对话列表
此屏幕显示终端用户对话列表。所有对话都会显示在列表中,无论 工单 或 消息传送会话 状态如何。对话根据每个对话中最新消息的时间以降序排列。
列表中的每个对话都包含以下信息:
- 对话的标题。
- 对话中最新消息发送者的个人资料图片 。如果专员尚未回复对话,则会显示您的 人工智能专员头像 。如果专员没有个人资料图片,则显示默认专员图像。
- 对话 中最新消息的开始。如果是专员提交了最近的评论,则在消息前显示用户名;如果终端用户提交了最近的评论,则在消息前显示“您”。如果终端用户尚未阅读最新消息,则消息内容以粗体显示。
- 对话中最新消息的时间戳 。
- 未读消息的标记计数器 。
- 新建对话按钮。点击此按钮会将终端用户导航到对话屏幕并创建新对话。如果您已 移除“新建对话”按钮,则该按钮不会显示。在这种情况下,终端用户无法创建新的单独对话,但可以在任何现有对话中提出支持问题。
对话
当您打开多对话时,对话屏幕上的标题将包括以下功能:
- 对话标题,默认是对话的开始日期/时间。
-
对话中发送最近消息的专员的个人资料图片 。
返回按钮 ,用于导航到上一个屏幕。
有关设置这些功能的信息,请参阅 自定义和配置 Zendesk 移动 SDK。
使用 SunCo API 管理对话标题和视觉元素。
启动器按钮
当终端用户点击启动器按钮以打开小组件时,其行为取决于是否有预先存在的对话,以及这些对话是 活跃的 还是 非活跃的。
-
如果不存在对话, 对话屏幕上会打开新对话。
如果有一个或多个 活跃的 对话,则最近更新的对话将在对话屏幕上打开。终端用户可使用返回按钮导航到 对话列表屏幕。
- 如果所有现有对话都是 非活跃的,则对话列表屏幕打开,允许终端用户选择要重新访问的对话,或点击新建对话按钮开始新对话。
如果您已 移除“新建对话”按钮,只有一个对话的终端用户将始终导航到显示其对话的 对话屏幕。
推送通知
当有新消息添加到对话时,用户会在其移动设备上收到一条 推送通知 。点击通知将转到对话屏幕,其中已打开更新的对话。
终端用户在以下情况下会收到通知:
- 正在应用中查看另一个对话。
- 正在应用中查看另一个屏幕。
- 当前不在应用中(取决于其通知的配置方式)。
但是,如果终端用户正在查看对话列表,则不会显示新消息通知。相反,新近更新的对话将移至列表顶部,新消息将突出显示。
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12 条评论
Onur Okutan
Hi Viachaslau, you're correct to flag this. I know I already responded to your question on the other thread, but I wanted to share the answer here as well for everyone’s visibility.
If an end user has at least one active conversation (whether it's an AI agent conversation or a live-agent conversation where the ticket status is anything other than "Closed"), proactive messages will not be sent.
This is an intentional design decision to keep the experience simple and intuitive for end users, and to avoid confusion that could arise from receiving multiple messages from different conversations at the same time.
We’ll update the documentation to make this clearer. Really appreciate you pointing it out!
0
Viachaslau
If a customer has another chat in a status other than closed, will a proactive message be sent in that case?
0
AntonMi
1902995650204 1265047490790 It's great that conversation titles are customizable and our bot can update it in real-time, depending on the intent. Yet, we have a problem with iOS SDK. Everywhere else, the conversation Title will update in real-time, but in iOS SDK, you have to close the SDK and re-open it again - only then will the title update. Is it a known issue?
@Yaroslav you can do it with Zendesk Support trigger and API call to SunCo API.
2
Yaroslav Vasiutin
Hello!
We are testing multi-conversations, and it would be great if updating the title in Zendesk Support on the agent side would automatically update it on the customer side as well (the same approach used with emails). Our customers submit inquiries on various topics, and we’d like agents to be able to personalize conversation titles. Is this feature planned for the near future?
Thanks in advance!
7
Onur Okutan
Hi Ahmed, thank you for reaching out. Yes, automated resolutions will be counted individually in each conversation.
Regards,
Onur
-1
Ahmed Zaid
Hello team,
Will each automated resolution per conversation be counted individually, even if they are concurrent?
1
Onur Okutan
Hi Jakub,
Archiving old conversations and closing them to new messages is not support at the moment, but it is one of the improvements in our backlog.
Thank you for your feedback!
0
Onur Okutan
Hi everyone,
Thank you all for your feedback and improvement suggestions on this feature! It’s great to see the engagement from our community, and we really appreciate the time you've taken to share your ideas with us.
We’re taking your suggestions into our backlog to prioritize, and we’re planning to enhance the feature in these directions. While we can’t commit to a specific timeline for improvements at the moment, please know that your feedback is an important part of shaping future updates.
Thanks again for your support and input!
Best,
Onur
0
이지훈
Also, from what I've tested, one conversation doesn't correspond to one ticket.
When a customer resumes a conversation on a closed or closed messaging ticket, the customer continues the conversation seamlessly, but another ticket is created.
So the customer is referring to one conversation, but the agent has to go back and forth between multiple tickets to see the customer's journey.
I think we should force the customer to a new conversation when the conversation ends. So it would be more usable if one conversation corresponds to one ticket.
5
이지훈
I am hesitant to implement this update because I feel it will be confusing for end users and agents.
Customers can’t find the right conversation, and neither can agents.
For example, in Zendesk support messaging, the title is determined by the first sentence I type in my inquiry, and sometimes Zendesk engineers change it to a more appropriate title.
I would like to set the title of the messaging ticket to the first sentence the customer typed when they started chatting, and then when the agent changes the title of the ticket, the title of the conversation would be the same.
Otherwise, both customers and agents would be stuck in a swamp of conversation history.
2
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