Plan Staffing & Operations for Messaging - Frequently asked questions
Frequently asked questions
How can I estimate the number of agents needed for messaging?
Estimating the number of agents needed for messaging is crucial for effective support. Zendesk provides useful calculators to help you determine the right number of agents when implementing messaging. These calculators take into account various…
What are the key staffing considerations for messaging?
Key staffing considerations for messaging include balancing customer support, meeting service level agreements, and managing budgets. It's important to design your conversational messaging workflow with these factors in mind. Consider the impact…
How can I help agents transition to messaging support?
Helping agents transition to messaging support involves proper staffing and preparation. Consider rolling out messaging in phases, starting with a live chat-like setup and gradually introducing more asynchronous messaging features. Training is…
What operational changes should I expect with messaging?
Operational changes with messaging include adjusting expectations and metrics. After training agents and activating messaging, expect an adjustment period to compare new messaging volumes with previous email, chat, or call volumes. You may notice…
How do I manage inactive conversations in Zendesk messaging?
Managing inactive conversations in Zendesk messaging involves setting rules to automatically close them. For example, you can configure a trigger to close a conversation if no end-user message is received within ten minutes, freeing up agent…
Can I set different messaging availability for different customers?
Yes, you can set different messaging availability for different customer groups in Zendesk. For instance, you might offer messaging during local business hours for all customers, while providing 24/7 availability for those on a premium support…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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