How Migrating to Messaging Impacts Chat - Frequently asked questions
Frequently asked questions
What are the limitations of the Agent Workspace when migrating to messaging?
When migrating to messaging, there are specific limitations within the Agent Workspace that you should be aware of. If your account handles a high volume of chats or has many chat-only agents, it's crucial to consult with your Zendesk account…
How does the Chat dashboard change with messaging?
The Chat dashboard undergoes several changes when you migrate to messaging. Most features supported for live chat are available in messaging, though their location or capability might differ slightly. For instance, agents can observe messaging…
What happens to Chat triggers when migrating to messaging?
When migrating to messaging, some Chat triggers will still apply, while others will not. Triggers with conditions like Visitor department or Account status will work with messaging conversations. However, triggers created with other conditions and…
How does chat routing work in Zendesk messaging?
In Zendesk messaging, chat routing is based on the existing Chat routing rules. When a customer requests assistance, a ticket is created, and agents are notified in the Agent Workspace. Routing is managed through the Accept button for online…
What are the reporting capabilities for messaging in Zendesk?
Zendesk messaging offers robust reporting capabilities through the Support dashboard in Zendesk Explore. You can leverage metrics associated with tickets and filter by messaging channels. Key metrics include staffing estimates, ticket volume, and…
How does migrating to messaging affect Chat-Sell integration?
Migrating to messaging impacts the Chat-Sell integration, as it will no longer function. However, agents can still create leads in Sell from the Support interface, including the ticket with the messaging transcript. This change requires…
Are Chat APIs supported in Zendesk messaging?
Not all Chat APIs are supported when Zendesk messaging is enabled. Some APIs, like Real-time and Incremental APIs, are unavailable for messaging conversations. However, certain APIs, such as Visitor APIs, are supported. It's important to review…
How are Chat Conversation APIs affected by messaging?
Chat Conversation APIs (CCAPIs) are generally unaffected by the migration to messaging, but chatbots using CCAPIs may be impacted. To continue using chatbots, consider moving to Sunshine Conversation APIs or creating a Support trigger workaround….
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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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