Creating Proactive Messages - Frequently asked questions
Frequently asked questions
How do I create a proactive message in Zendesk's Web Widget?
Creating a proactive message in Zendesk's Web Widget is a straightforward process. You start by navigating to the Proactive messages page in the Admin Center. Once there, click on Channels in the sidebar, then select Bots and automations >…
What are the response types available for proactive messages in Zendesk?
Zendesk offers two response types for proactive messages: Agent and Bot. Each type provides a different customer experience. With an Agent response, the message starts with a greeting and transitions the customer to a live agent, optionally…
How can I set conditions for sending proactive messages in Zendesk?
Setting conditions for sending proactive messages in Zendesk involves defining specific criteria that must be met before a message is sent. You can add conditions based on visitor or device information, such as page URL, page title, or language….
When should I send proactive messages in Zendesk?
Deciding when to send proactive messages in Zendesk depends on your business needs and customer engagement strategy. You can choose to send messages any time conditions are met, only during business hours, or only outside business hours….
Can I include hyperlinks in Zendesk proactive messages?
Unfortunately, Zendesk proactive messages currently only support plain text, meaning hyperlinks and other formatting are not allowed. This limitation is due to the system treating any text with special characters, like '/', as scripts, which are…
How can I troubleshoot issues with Zendesk proactive messages?
If you're experiencing issues with Zendesk proactive messages, ensure that Conversation control is set to Release control. To do this, go to Admin Center, click Channels in the sidebar, then select Messaging and social > Messaging. On the…
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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.”
Zeffy
“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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