Preparing for Rich Message Features in Zendesk Agent Workspace
How can I prepare for the new rich message features in Zendesk's Agent Workspace?
To prepare for the new rich message features in Zendesk's Agent Workspace, familiarize yourself with how carousels and quick replies work. These elements will appear in the Agent Workspace just as they do in customer conversations, providing real-time insights into customer choices and inputs.
If your account has the improved messaging backend, these capabilities are automatically added. If not, they will be available once the rollout is complete. Keep in mind that the information in these messages cannot currently be redacted, but future updates may include this feature.
More related questions
What new capabilities are available for rich messages in Zendesk's Agent Workspace?
Zendesk has introduced new visual elements in the Agent Workspace, allowing agents to view messages with carousel and quick reply options. This update enhances the ticket interface, making customer conversations more informative and visually…
Why did Zendesk update the Agent Workspace to include rich message capabilities?
Zendesk updated the Agent Workspace to include rich message capabilities to improve agent visibility into customer interactions. Previously, agents could only see these messages as plain text, which made it difficult to understand customer input….
What should I do if I have feedback or questions about the new Zendesk update?
If you have feedback or questions about the new Zendesk update, you can visit the community forum where Zendesk collects and manages customer product feedback. This is a great place to share your thoughts and see what others are saying about the…
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