This section covers the essentials of setting up Zendesk Messaging. From initial configurations to tailored workflows, these questions guide you through creating a messaging environment that aligns with your business needs, ensuring a seamless start.
Q: What’s needed to set up messaging for the first time?
A: We recommend that you start with this guide here below for an in-depth walkthrough on how to get started with Zendesk Messaging.
Q: How do I configure messaging bot workflows?
A: We suggest you start here with the resources guide below.
Q: Are there specific requirements for adding messaging to my website or app?
A:
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Website = No (Easy)
- Follow the guide here on: Installing the Web Widget for messaging
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Mobile App = Yes (Complex)
- You will need to utilise the Zendesk Mobile SDK to embed the web widget functions inside your app.
- Check out: Embedding customer service in mobile apps with the Support SDK
Q: Can I set up different messaging channels (like web, mobile, and social) simultaneously?
A: Yes you can.
- Getting started with messaging for your website, help centre, and mobile apps
- Working with messaging for your mobile channel
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Social and third-party messaging resources
Q: What options are available for creating a branded messaging experience?
A: You can easily create a branded experience by customising the logo, colours and wording visible to the end-user inside the widget.
Q: Can we display an estimated wait time to end-users in the Messaging widget?
A: Yes you can. It's really easy to configure.
Q: Can we authenticate end-users in Messaging?
A: Yes you can.
Q: Is there the ability to ban or block users from contacting you via Messaging?
A: Yes! You can now suspend users. This is an admin only feature; however if you are on the Enterprise plan, you can create a custom role to permit non-admins to suspend end users.
Q: Is it possible to end a messaging conversation?
A: Yes it is! You can allow agents to end a messaging session with an end user in the Agent Workspace if they think no further exchange is needed.
Q: Can we have a specific schedule for the Messaging widget.
A: Yes you can. This will require the Zendesk Enterprise plan, in order to access the multiple schedule feature.
Q: Can we put a limit on how many conversations can come through to an agent at any one time?
A: Yes you can with use of Omnichannel Routing & Capacity Rules. You will need to activate the Omnichannel routing feature first, so you can then utilise the Capacity Rules inside Omni-channel routing.
Q: When does a messaging conversation become classed as 'Idle'?
A: By default, Zendesk defines a message as inactive after 10 minutes without a response from the end user or when the ticket status (or status category) changes to On-hold, Pending, or Solved. Admins can modify the inactivity period.
Q: Can we modify the time period for inactivity? E.g change it from 10 mins to 5 mins.
A: Yes you can. This is managed via the Messaging Capacity Release settings.
Q: Can we send a Customer Satisfaction (CSAT) survey via the Messaging widget?
A: Yes the feature is now available in Zendesk Messaging to utilise.
- About the CSAT (customer satisfaction) user experience for email and messaging
- Sending a CSAT survey to your customers
- Recipe: Sending a CSAT survey when a messaging session ends
Q: Does messaging work on mobile devices?
A: Yes. You also need to make sure the setting for this is activated.
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Configuring the name and appearance of the Web Widget
- Refer to step 7 under subtitle - Configuring the widget launcher
Q: Can the messaging widget manage translations?
A: Yes it can. It will translate the conversation for the agent, and also translate the agents response back to the customer.
Q: Can we send proactive messages via the messaging widget?
A: Yes you can! With proactive messaging, you can deliver targeted messages to your customers through your Web Widget or mobile SDK channel without waiting for them to start the conversation.
- About proactive messages
- Creating proactive messages for the Web Widget
- Creating proactive messages for mobile SDK channels
- Proactive messaging conditions and events reference
Q: Do hyperlinks work in a messaging conversation?
A: Hyperlinks are not active. To create a clickable link in a messaging conversation in Agent Workspace, you must use a complete URL.
Q: Are Messaging transcripts available?
A: Yes by default they are. However you can determine how the conversation transcript is incrementally appended to the ticket; either as an Public Reply or Internal Note.
Q: Do emoji's work in messaging tickets?
A: Yes, of course! 😉