Conversational Support with Messaging - Frequently asked questions
Frequently asked questions
What is Zendesk messaging and how does it benefit customer support?
Zendesk messaging is a tool that allows for rich, persistent conversations with customers across multiple channels. It enables seamless communication on your website, help center, mobile apps, and social messaging channels, making it easier for…
How can I integrate Zendesk messaging with my existing channels?
Integrating Zendesk messaging with your existing channels is straightforward and allows you to communicate with users across your website, help centers, mobile apps, and social messaging channels. To set up these integrations, you can use the…
What are the requirements to enable Zendesk messaging?
To enable Zendesk messaging, your account must meet certain requirements. You need to have a Zendesk Suite plan or a Support + Chat subscription with a Team plan or above. Additionally, the Zendesk Agent Workspace must be activated, and you should…
Can I use Zendesk messaging with a trial account?
Yes, you can enable Zendesk messaging on a Suite trial account. If you encounter issues accessing or configuring messaging, try disabling and re-enabling the Agent Workspace, as this has resolved the issue for others. If the problem persists, you…
How do agents manage messages in Zendesk messaging?
Agents manage messages in Zendesk messaging through the Zendesk Agent Workspace. This workspace provides familiar productivity aids, allowing agents to handle messaging conversations similarly to traditional channels like email. Agents can respond…
What customization options are available for Zendesk messaging?
Zendesk messaging offers extensive customization options, allowing admins to set up messaging channels in the Admin Center and use the bot builder to create interactive conversation bots. These bots can greet customers, offer relevant article…
Is it possible to send proactive messages in Zendesk messaging?
Currently, Zendesk messaging does not support sending proactive messages to customers before they load the widget. Proactive messages can only be sent once the customer has loaded the messaging widget. This limitation is recognized by Zendesk, and…
Can I hide the messaging launcher in Zendesk messaging?
While there is no current native option to hide the messaging launcher, Zendesk plans to introduce this feature later in the year through a new Admin setting. In the meantime, you can use the messaging Web SDK APIs, such as Open & Close, to manage…
How does Zendesk messaging handle user authentication?
As of now, Zendesk messaging does not support user authentication, but this feature is planned for release later in the year. Once available, it will include an API to identify users and pre-fill customer data. This upcoming feature will enhance…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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