Zendesk Proactive Message Response Types
What are the response types available for proactive messages in Zendesk?
Zendesk offers two response types for proactive messages: Agent and Bot. Each type provides a different customer experience.
With an Agent response, the message starts with a greeting and transitions the customer to a live agent, optionally requesting their name and email. A Bot response, on the other hand, uses an answer to transition the customer to a conversation bot. You can choose the response type that best fits your needs when composing the message.
More related questions
How do I create a proactive message in Zendesk's Web Widget?
Creating a proactive message in Zendesk's Web Widget is a straightforward process. You start by navigating to the Proactive messages page in the Admin Center. Once there, click on Channels in the sidebar, then select Bots and automations >…
How can I set conditions for sending proactive messages in Zendesk?
Setting conditions for sending proactive messages in Zendesk involves defining specific criteria that must be met before a message is sent. You can add conditions based on visitor or device information, such as page URL, page title, or language….
When should I send proactive messages in Zendesk?
Deciding when to send proactive messages in Zendesk depends on your business needs and customer engagement strategy. You can choose to send messages any time conditions are met, only during business hours, or only outside business hours….
Can I include hyperlinks in Zendesk proactive messages?
Unfortunately, Zendesk proactive messages currently only support plain text, meaning hyperlinks and other formatting are not allowed. This limitation is due to the system treating any text with special characters, like '/', as scripts, which are…
How can I troubleshoot issues with Zendesk proactive messages?
If you're experiencing issues with Zendesk proactive messages, ensure that Conversation control is set to Release control. To do this, go to Admin Center, click Channels in the sidebar, then select Messaging and social > Messaging. On the Messaging…
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