Configuring Live Chat for Returning Customers in Zendesk
How do I configure live chat for returning customers in Zendesk?
To configure live chat for returning customers in Zendesk, you need to set up an automation. This automation will change the status of solved tickets to closed after a specified time.
Start by deciding how long you want to wait before marking a solved ticket as closed. This depends on your business needs and the likelihood of customers returning to continue the conversation. Then, in the Admin Center, navigate to Objects and rules > Business rules > Automations, and add a new automation. Name it 'Live chat returning customer conversation style' and set conditions for tickets with a status of Solved, in the Messaging channel, and solved for more than one business hour. Finally, set the action to change the ticket status to Closed. For more details, check theoriginal guide.
More related questions
What is the purpose of configuring live chat for returning customers?
Configuring live chat for returning customers allows them to continue a conversation on the same issue without starting a new ticket. This setup helps maintain continuity in customer support. By setting a time gap between solving and closing a…
How can I create an automation for live chat in Zendesk?
Creating an automation for live chat in Zendesk involves setting conditions and actions for ticket management. This helps streamline the process of handling returning customer queries. To create an automation, go to Admin Center, select Objects and…
What conditions should I set for live chat automation in Zendesk?
For live chat automation in Zendesk, set conditions that identify tickets ready to be closed after being solved. This ensures efficient ticket management. The key conditions include checking if the ticket status is Solved, the channel is Messaging,…
Can I apply live chat for returning customers to specific ticket types?
Yes, you can apply live chat for returning customers to specific ticket types by adding additional conditions to your automation. When setting up your automation, you can include extra conditions that target specific ticket types. This allows you…
What should I consider before configuring live chat for returning customers?
Before configuring live chat for returning customers, consider the time frame for closing tickets and the nature of your customer queries. Decide on the length of time you want to wait before marking a solved ticket as closed. This decision should…
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