Oversee Conversations in Messaging & Live Chats - Frequently asked questions
Discover how to manage and oversee conversations in messaging and live chats. This page answers frequently asked questions to help you effectively monitor interactions.
Frequently asked questions
How can I monitor website visitors in Zendesk live chat?
To monitor website visitors in Zendesk live chat, use the Visitors tab in the Chat dashboard. If your account uses the classic Support interface, you can find the Visitors tab on the sidebar of the Chat dashboard. This tab categorizes each…
What tools are available for overseeing conversations in Zendesk messaging?
To oversee conversations in Zendesk messaging, you can use the Agent Workspace and create custom views. In the Agent Workspace, you can build a view to display conversations waiting to be served and those currently being served. This involves…
How do I use the Analytics tab in Zendesk Chat?
The Analytics tab in Zendesk Chat provides a variety of reports to measure live chat metrics. You can access metrics such as chat volumes, satisfaction ratings, response times, and agent activity. This tab is essential for understanding how your…
How can I create a view for incoming messaging requests in Zendesk?
To create a view for incoming messaging requests in Zendesk, you need to set up a custom view in the Agent Workspace. Start by adding a new view and giving it a title, such as 'Incoming requests.' Set conditions to filter tickets, like status and…
What is the role of the Explore live dashboard in Zendesk?
The Explore live dashboard in Zendesk provides real-time metrics for both live chat and messaging activities. This tool is crucial for monitoring ongoing conversations and agent performance, offering insights into active chats, chats in queue,…
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Zendesk Messaging (live chat)
Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
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“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
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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?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
Read Customer.io's case study
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
Read Customer.io's case study
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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