Reason Behind Zendesk's Omnichannel Routing Update
Why did Zendesk introduce support for live chat with omnichannel routing?
Zendesk aims to provide a smoother transition to messaging by enabling the use of omnichannel routing. This change allows accounts to use both live chat and messaging channels during the transition period, improving the overall experience. By supporting both channels, Zendesk helps users adjust to omnichannel routing more effectively.
More related questions
What is the new change in Zendesk's omnichannel routing?
Zendesk has introduced limited support for live chat with omnichannel routing for accounts that also use messaging. Previously, omnichannel routing was only available for accounts where all conversational support tickets came from messaging…
How can I enable omnichannel routing with live chat in Zendesk?
To enable omnichannel routing while using live chat, you need to activate messaging and configure at least one website, help center, or mobile app channel. It's important to review any considerations and setting changes involved before turning on…
Can I use both messaging and live chat simultaneously in Zendesk?
Yes, you can use both messaging and live chat simultaneously in Zendesk. To do this, you need to activate messaging and have a website or mobile app messaging channel configured. Once these conditions are met, you can turn on omnichannel routing to…
Is it possible to use Zendesk's messaging and live chat without omnichannel routing?
While Zendesk's new update focuses on using omnichannel routing with both messaging and live chat, it is technically possible to use these features without omnichannel routing. However, this might not provide the same streamlined experience, as…
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