How to Set Up Proactive Messages in Zendesk
How do I set up a proactive message in Zendesk?
Setting up a proactive message in Zendesk involves several steps to ensure your message reaches the right audience at the right time.
First, add the proactive message to create a framework and add it to the Proactive messages list. Then, compose your message using text and emojis, and decide if a bot or live agent will manage responses. Next, set the rules by defining the conditions a customer must meet to receive the message. Finally, choose when to send the message and publish it to make it live. For more detailed instructions, refer to theoriginal documentation.
More related questions
What is proactive messaging in Zendesk?
Proactive messaging in Zendesk allows you to initiate conversations with customers automatically based on specific conditions you set. This means you don't have to wait for customers to start the conversation. Proactive messaging can be used to…
What are the requirements for using proactive messaging in Zendesk?
To use proactive messaging in Zendesk, your account must meet certain requirements. You need to have the Agent Workspace and Messaging activated. Additionally, you must have at least one messaging Web Widget or mobile SDK channel to publish a…
What are the limitations of proactive messaging in Zendesk?
Proactive messaging in Zendesk comes with a few limitations that you should be aware of. Currently, proactive messages are only available for the Web Widget and Mobile SDK messaging channels. They are not supported for third-party bots or social…
How do agent and bot responses differ in proactive messaging?
In Zendesk's proactive messaging, you can choose between agent and bot responses, each offering a different customer interaction experience. Agent responses involve composing a short text-only message and optionally requesting the customer's name…
What is the customer experience like with proactive messages?
The customer experience with proactive messages in Zendesk varies based on whether you use an agent or bot response. For agent responses, a message appears above the messaging launcher button, and customers can choose to provide requested…
How can I manage proactive messages in the Zendesk Admin Center?
The Proactive messages page in the Zendesk Admin Center is your hub for managing proactive messages. Here, you can view a list of existing messages, each with details like name, status, channel, and engagement metrics. You can edit, clone, publish,…
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