Updated Visitor Info in Agent Workspace - Frequently asked questions
Discover solutions to common issues with updated visitor information not reflecting in Zendesk's Agent Workspace. Find answers to frequently asked questions and troubleshooting tips.
Frequently asked questions
Why doesn't updated visitor information show in Zendesk Agent Workspace during a chat?
Updated visitor information doesn't reflect in Zendesk Agent Workspace during a chat because changes are only applied before a chat starts or after it ends. If a visitor updates their information during a chat, it won't be reflected until the chat…
How does updating a visitor's email affect their profile in Zendesk Agent Workspace?
When a visitor updates their email during a chat, the effect depends on whether the new email already exists in Zendesk Agent Workspace. If it's a new email, a new support user is created after the chat ends. If the email already exists, the…
What happens if a visitor changes their name during a Zendesk chat?
If a visitor changes their name during a Zendesk chat, the new name will not be reflected in the Agent Workspace. Instead, a notification will appear in the user profile section. To save the new name, you need to manually edit the user profile in…
Why do agents see the old visitor information during a chat in Zendesk?
Agents see the old visitor information during a chat because updates are only applied after the chat ends. This means any changes made during the chat session won't be visible to the agent until the chat is concluded. For instance, if a visitor…
How can I ensure visitor information updates are reflected in Zendesk Agent Workspace?
To ensure visitor information updates are reflected in Zendesk Agent Workspace, make changes before starting a chat or after it ends. During a chat, updates won't be applied until the session concludes. For email updates, if the new email doesn't…
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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.”
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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
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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Customer.io($50M+ ARR)
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“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."
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