Differences Between Zendesk Chat and Messaging
What are the differences between live chat and messaging?
Messaging introduces new behaviors and features not present in live chat, such as handling shortcuts as macros and using the Agent Workspace for unified conversations. Some features like the Zopim Dashboard are not replicated, and queuing is handled differently. Set expectations for response times and consider alternative channels for follow-ups.
More related questions
What is the Zendesk Chat to messaging migration all about?
Zendesk is assisting selected customers in transitioning from Chat to messaging by activating the first step for you. This upgrade aims to enhance your customer interactions with advanced features and AI capabilities. Messaging offers a more…
Is there a cost associated with migrating from Chat to messaging?
The migration to messaging is included in your current plan at no additional cost if you are selected for auto-activation. However, using the bot builder may incur charges if you exceed the usage included in your plan. While the bot builder is…
What steps should I take before migrating to messaging?
Before migrating, it's recommended to review the documentation on migrating from live chat to messaging and understand any limitations. Train your admins and agents, and test messaging in a sandbox or trial account. Ensure to close active live…
What should I do during the migration to messaging?
During the migration, there will be no downtime. Zendesk will activate messaging at the account level, and you can customize the new Web Widget. If you're using Chat/Web Widget (Classic), changes will only occur once an admin finalizes the move….
What actions are needed after migrating to messaging?
After migration, you'll receive a confirmation and can finalize the move by configuring messaging for each brand. If using Chat/Web Widget (Classic), complete the transition during off-peak times. Customize the Web Widget for your help center or…
Can I opt-out of migrating to messaging if it's not suitable for me?
Yes, you can choose to continue using legacy Chat and the Web Widget (Classic) if messaging isn't right for you. If you prefer to set up messaging later, you can complete a form to notify Zendesk of your decision.
What resources are available to assist with the Chat to messaging migration?
Zendesk offers various resources to help with the migration, including documentation on migrating from live chat to messaging, best practices ebooks, and community events. These resources provide guidance and tips for a smooth transition.
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