Understanding Engagement in Chat - Frequently asked questions
Explore common questions about chat engagements in Zendesk. Learn what constitutes an engagement, how it works, and its benefits for customer interactions.
Frequently asked questions
What is a chat engagement in Zendesk Chat?
A chat engagement in Zendesk Chat is a single interaction between an agent and a customer. Each time a customer chats with your team, and the chat is transferred to a new agent, a new engagement begins. For instance, if a chat involves two agents,…
How are messages counted in a chat engagement?
Messages in a chat engagement are counted based on the interaction between the agent and the visitor. Each engagement records the number of messages exchanged during that specific interaction. For example, if a chat is transferred from one agent…
What happens when a chat is transferred between agents?
When a chat is transferred between agents, a new engagement is created for each agent who interacts with the visitor. This means that each agent's participation is recorded as a separate engagement. For instance, if a chat is transferred from one…
How do missed assignments affect chat engagements?
Missed assignments in Zendesk Chat affect the count of engagements but not necessarily the status of the chat as missed. Each engagement is counted separately, even if an agent misses the assignment. For example, if an agent misses a chat…
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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.”
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