Updating Live Chat Settings for Zendesk Messaging
What updates are needed for live chat settings after activating messaging?
After activating messaging, it's important to update your live chat settings. As a Chat admin, you should organize agents into groups, such as those handling messaging channels. Support triggers need to be set up to route messaging conversations to these groups.
Additionally, configure Chat limits on the Chat dashboard to manage the number of active messaging conversations agents can handle. Educating agents on the new agent experience is also crucial for a smooth transition. For more guidance, refer to the originalZendesk help article.
More related questions
How do I activate messaging in Zendesk?
To activate messaging in Zendesk, you need to access the Admin Center and navigate to the Channels section. From there, select Messaging and social > Messaging, and click on Manage settings. On the Manage settings page, you will find the option to…
What changes occur when I activate messaging in Zendesk?
Activating messaging in Zendesk brings several changes to your account, impacting various functionalities. The Web Widget (Classic) can be converted to a messaging Web Widget, allowing for enhanced features. Additionally, Zendesk bots become…
How do Web Widget (Classic) settings convert to the messaging Web Widget?
When you convert Web Widget (Classic) to the messaging Web Widget, many settings are automatically migrated. The widget's position, theme color, and button text are preserved, ensuring a seamless transition. The Web Widget snippet remains the same,…
Can I disable Zendesk Messaging after enabling it?
Yes, you can disable Zendesk Messaging after enabling it, depending on your needs. However, be aware of the changes that occur when you enable or disable messaging, as these will impact your account. If you have a Sandbox environment available,…
How does Zendesk Messaging impact social channels?
Enabling Zendesk Messaging can impact your social messaging channels, as the Answer Bot becomes the first responder. Currently, there is no option to toggle the Answer Bot by channel, but Zendesk is working on a solution to disable it for social…
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