Handling Offline Chat Accounts with Zendesk Answer Bot
How does the Answer Bot handle offline Chat accounts in Zendesk?
The Answer Bot in Zendesk does not automatically know the status of your Chat account. If your account is offline, the Answer Bot will still prompt you to reach out via Chat and then check the account status, triggering the offline message flow if necessary. To avoid this, it's recommended to check the Chat account status before configuring the Chat Engine in MessagingActivity.
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Multiple SDKs can be integrated into Zendesk's MessagingActivity using the.withEnginessetting. This allows you to configure each SDK individually by passing its configuration to the activity. Once the activity starts, it can seamlessly…
What happens when MessagingActivity is handed over to Support in Zendesk?
When MessagingActivity is handed over to Support, the ongoing discussion is converted into a ticket. This ticket includes all the chat transcripts from the Answer Bot. If the Conversation feature is enabled, you'll also see a button to access your…
How does the Chat flow work in Zendesk MessagingActivity?
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What should I know about identity management in Zendesk SDKs?
In Zendesk SDKs, identity management for Support and Chat is distinct. The Support SDK uses a different set of identity parameters compared to the Chat SDK, and the JWT process is also separate for each. This separation ensures that each SDK can…
What is the default name of the Chat Bot in Zendesk?
The default name of the Chat Bot in Zendesk is 'Answer Bot'. Once you engage with either Chat or Support, it's important to interact with those engines rather than the Answer Bot Engine. This ensures that your queries are directed to the…
How does omnichannel routing affect messaging in Zendesk?
If you have messaging with omnichannel routing enabled in Zendesk, the routing behavior for messaging differs from live chat routing. This means that messages are directed through a different set of rules and priorities, ensuring that they reach…
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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?”
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