Agent Alias Changes in Zendesk's Messaging Backend
What should I know about agent alias changes in the new messaging backend?
In the new messaging backend, agent aliases will be referred from the support profile, and the chat display name will no longer be used. This change aims to streamline agent profile details. Agents can update their support profile and create macros to use the profile name effectively.
More related questions
What are the key changes in Zendesk's improved messaging backend?
Zendesk is rolling out significant improvements to its messaging backend to enhance scalability, performance, and modern standards. These changes aim to support more agents and conversations, with up to 10,000 concurrent agents and 12,000…
How does the new messaging backend improve scalability and performance?
The new messaging backend by Zendesk significantly boosts scalability and performance. It supports up to 10,000 concurrent agents and 12,000 concurrent conversations, which is a substantial increase over previous limits. Additionally, the backend…
When will the new messaging backend be available to all Zendesk customers?
The rollout of Zendesk's new messaging backend is happening in phases. It started with new messaging customers in August 2023 and will extend to existing messaging customers by the first half of 2024. The goal is to have all messaging customers…
What are the new capabilities introduced with Zendesk's messaging backend?
Zendesk's improved messaging backend introduces several new capabilities, including support for up to 10,000 concurrent agents and 12,000 concurrent conversations. It also features a unified admin experience, with key settings moved to the Zendesk…
How can I configure messaging triggers in the new Zendesk Admin Center?
With the new messaging backend, messaging triggers are now configured in the Zendesk Admin Center. You can find them under Objects and rules > Business Rules > Messaging triggers. This change centralizes the management of messaging settings, making…
Can I opt out of the new messaging backend in Zendesk?
Opting out of the new messaging backend depends on your customer criteria. Zendesk Chat users who migrated to messaging can opt out, but customers with messaging enabled by default cannot opt out on a self-serve basis. If you wish to opt out, you…
How does the new messaging backend affect CCAPIs and custom implementations?
The new messaging backend does not support CCAPIs for messaging conversations. Customers using CCAPIs should consider using Sunshine Conversation APIs to recreate their experience. Additionally, customers with custom multi-conversation…
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