Composing a proactive message with an agent response involves a few simple steps.
First, enter the text for your initial message in the Proactive message box. Then, under 'Choose how to respond', select 'Agent'. You'll need to enter a follow-up message to inform the customer that they are being transferred to a live agent. Optionally, you can request the customer's name and email address. This setup helps transition the customer smoothly to a live agent for further assistance.
Creating a proactive message in Zendesk is straightforward and involves a few key steps. First, navigate to the Admin Center and click on Channels in the sidebar. From there, select Bots and automations > Proactive messages. On the Proactive…
Setting rules for proactive messages in Zendesk involves defining conditions and timing. You can add conditions based on visitor or device information, using operators like 'Is', 'Is not', or 'Contains'. You can also nest conditions for complex…
Choosing when to send proactive messages in Zendesk involves setting the time and frequency. You can send messages any time conditions are met, only during business hours, or only outside business hours. Frequency options include once per device,…
If your proactive messages aren't sending correctly, check the Conversation control settings. Ensure that Conversation control is set to 'Release control'. To do this, go to Admin Center, click Channels, then select Messaging and social >…