Zendesk Continuous Conversations Feature Explained
What is the continuous conversations feature in Zendesk?
The continuous conversations feature in Zendesk allows customers to seamlessly continue their chat conversations over email. This feature is designed to help customers who leave a chat due to long wait times or when the business is offline. When activated, it sends an email notification to the customer when an agent responds, allowing them to pick up the conversation via email or return to the website.
This feature is particularly useful for maintaining customer engagement and ensuring that conversations are not lost when a customer leaves the chat. It requires Zendesk Suite or Support + Chat (Team plan or higher), Messaging, and Agent Workspace to be activated. For more details, you can check theoriginal Zendesk documentation.
More related questions
How do I activate continuous conversations in Zendesk?
Activating continuous conversations in Zendesk is a straightforward process. You need to navigate to the Admin Center, click on 'Objects and rules' in the sidebar, and then select 'Tickets > Settings'. Under the Settings tab, you should select…
Can I deactivate continuous conversations in Zendesk?
Yes, you can deactivate continuous conversations in Zendesk if you choose to stop using this feature. To do this, go to the Admin Center, click on 'Objects and rules' in the sidebar, and select 'Tickets > Settings'. Under the Settings tab, deselect…
What is the end user experience with continuous conversations?
For end users, continuous conversations provide a seamless way to continue a chat conversation over email. When a user leaves a chat, they receive an email notification if an agent responds, allowing them to continue the conversation by replying to…
What is the agent experience with continuous conversations in Zendesk?
For agents, continuous conversations in Zendesk mean that all interactions occur within the Zendesk Agent Workspace. When an agent returns to work, they are notified of any waiting conversations in their queue and can respond as usual. If an agent…
Are continuous conversations available on mobile devices?
Continuous conversations in Zendesk are not available on mobile devices when using mobile SDKs. However, they are supported on web widgets accessed via mobile browsers. For mobile SDKs, Zendesk recommends using push notifications to inform…
What are the requirements to use continuous conversations in Zendesk?
To use continuous conversations in Zendesk, you need to have a Zendesk Suite or Support + Chat (Team plan or higher) account. Additionally, Messaging and Agent Workspace must be activated, and at least one agent should have Chat access. You also…
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