Chat/Messaging

Migrating from the legacy bot's Flow Builder to the new Advanced AI agent (Messaging / Web Widget), you'll notice escalation to a human has no configurable fields at all - where legacy let you pick any ticket field, you now get a "Collect user details" checkbox at agent creation. Which is exactly what I needed: Name + Email + Description.Except it isn't a Description field. It's "Reason for Contact" field.The difference: 128 characters, rendered as a single line, no attachments. 128 chars doesn't cover even trivial inquiries, you can only see the last ~36 characters of what you typed, and you can't illustrate anything. The form is effectively decorative (maybe works for "Need bread. No bread in shop").Anyone who contacted Zendesk support a year or two back will recognise this, because they shipped it on themselves. They've since quietly stopped using it in favour of a workaround: collecting the description conversationally, then asking for name and email separately. So the fix is known

When an end user clicks a help center article suggested by an AI agent in the Messaging Web Widget, the full article opens in a popup that displays the article author, title, and last updated information.Although we have hidden this information on the Guide article page through help center theme customization, the Guide settings do not apply to the article popup in the Web Widget. There is currently no setting that allows admins to control these elements.We would like the ability to:Show or hide the author, title, and last updated information individually Configure these settings per brand or Web Widget Alternatively, open the Guide article page directly instead of displaying the article in a popupA possible workaround is to replace the “Show help center articles” step with a “Send message” step containing a direct URL button. However, this works only for predefined Flow Builder paths where the article is known in advance. It does not apply when an end user enters a free-text question

Hello, we have received feedback from our accessibility auditors that the Web Widget is not in compliance with screen readers. When using a screen reader and keyboard navigation, opening the options menu to toggle sound should announce the state of the button.  

Hello,I'm trying to integrate Zendesk Messaging with my own backend system.My requirement is to make a single HTTP request to my external system when a chatbot conversation (or messaging session) has ended. The external system only needs to be notified that the conversation/session is complete—it does not need to send or receive any messages, interact with the bot, or involve a human agent.I've looked at the available Conversations webhooks (such as conversation:message) and the documentation around messaging sessions, but I haven't found a clear event that indicates the end of a chatbot conversation or messaging session.Could you clarify the following? Is there an event or webhook that is triggered when a messaging session or chatbot conversation ends? If so, can it be used solely to notify an external system via an HTTP request? If there is no such event, what is the recommended way to detect that a chatbot conversation has ended so an external API can be called? For context, we

Hi all,We run 100% of our support through WhatsApp via Sunshine Conversations, and we'd like to send a native WhatsApp Flow (the multi-screen interactive experience from Meta, not the hosted-form message type) as a post-resolution survey — two questions: an NPS-style 0-10 score and a "was your issue resolved?" yes/no.I found the "Flow template messages" example in the developer docs (message overrides / passthrough), where you send a WhatsApp template with a button component of sub_type "flow" and an optional flow_token:https://developer.zendesk.com/documentation/conversations/messaging-platform/programmable-conversations/message-overrides/#flow-template-messagesMy specific questions:1. Has anyone actually gotten a Flow template message delivered end-to-end through Sunshine Conversations (not just Meta's raw Cloud API)? I saw an older community post (https://community.zendesk.com/ideas/2316) saying WhatsApp Flows "isn't available" with Sunshine — is that still accurate, or has this shi

Currently, I am having some hit and miss moments using auto assist for messaging, although thoroughly enjoying myself during the process, seeing positive responses and the possibilities in how this may assist our agents.I am testing this using self written procedures, and those created with the use of Bard, both without the use of creating custom actions (knowledge isn't quite there yet for that), and I seem to have gotten my conversations in a loop during testing.If an agent approves a message to the customer/end-user which may resolve the customer issue, but it has the default action to solve the ticket along with it, and the agent hasn't prepared the ticket for this for this, it seems to create a loop (to use a better word).Every time the customer wrote back, the same message was instantly written to them, providing an not so great experience, and somewhat highlighting, this was not a completely human experience.Originally auto assist couldn't be turned off. Refreshing the screen al

Hey Community!We're a higher education institution supporting university students through Zendesk Chat and are currently reviewing our chat service standards. Since students often reach out with time-sensitive concerns and tend to expect immediate responses, we're trying to identify realistic and effective first response time targets for this audience.For those in higher education or student support environments, what first response time goals or best practices have worked well for you? We'd love to learn how you balance student expectations, agent workload, and chat satisfaction. We're also keen to hear from teams in other industries that serve high-volume or high-urgency customer groups, as we're exploring different approaches and would appreciate any lessons learned or best practices that have proven successful in your environment.

We have multiple Brands with two product pages that can access Zendesk directly via the web/messaging widget. We use a standard SSO with email address as the identifier. As our help center is restricted, for end users to receive article suggestions and authenticate when creating, we require JWT authentication which requires an external_id. Although Zendesk discourages, we used email as the external_id.With over 600k end users, many inactive, we needed a way to update activate users and new users with the external_id. Action Builder can make decisions based on ticket and also user events - one Flow on new user creates and another when a user logs in.Creating an action Flow is easy:Create a connection to your help center. While API token is simple, Zendesk is moving away so might as well create OAuth. Under custom actions, create a PUT request (for either, as it’s an update) to your connection. I pass user id (for the actual request) and email (to update the external_id). Since we only u

I added the messaging web widget to my app and login users if they are authenticated: window.zE('messenger', 'loginUser', function (callback) { callback(token); })   when the user clicks to open the chat for the first time, it creates a ticket for them even when no message was sent on their end. why is this?   

Hey Community!We're a higher education institution supporting university students through Zendesk Chat and are currently reviewing our chat service standards. Since students often reach out with time-sensitive concerns and tend to expect immediate responses, we're trying to identify realistic and effective first response time targets for this audience.For those in higher education or student support environments, what first response time goals or best practices have worked well for you? We'd love to learn how you balance student expectations, agent workload, and chat satisfaction. We're also keen to hear from teams in other industries that serve high-volume or high-urgency customer groups, as we're exploring different approaches and would appreciate any lessons learned or best practices that have proven successful in your environment.

Hello,We’re trying to activate Zendesk Messaging with an AI Agent on our web widget, but we’re having trouble getting the handoff to a live agent to work.The AI Agent responds to customer questions correctly, and the “Talk to a human” option appears. When we test it, the bot asks for the customer’s name and email, then shows a message saying it is passing the conversation to our support team.However, no ticket seems to be created, and no new conversation appears for a live agent to take over.Here’s what we currently have set up:Messaging is enabled on the web widget AI Agent is responding in the widget Escalation is set to “Create a ticket” during business hours and outside business hours The customer is asked to provide their name and email After submitting the details, the bot says it is handing off the conversation No ticket or live chat notification appears in Agent WorkspaceHas anyone run into this issue before? Are there specific routing, trigger, omnichannel routing, or messagin

From our side, we plan to build a custom integration to handle sending and receiving messages from our internal system channels, allowing agents to manage them through Zendesk. As this will follow a messaging-based model, We have some questions:Is it possible to configure automated responses when a customer initiates a chat? Can we also set up automated follow-up messages if the end user does not respond within a defined timeframe (e.g., X minutes or hours)?

We’re using Sunshine Conversations through Zendesk integration in our system.Since our system is based on phone numbers for authentication and identification in support chats, in the upcoming BSUID change in whatsapp, we will have to request the user’s phone number if he doesn’t have one, using REQUEST_CONTACT_INFO button (https://developers.facebook.com/documentation/business-messaging/whatsapp/business-scoped-user-ids#requesting-phone-numbers-from-users)Unfortunately I haven’t seen or received any help from Zendesk support about how to create and receive the response’s webhook (contacts webhook).

Hello,Considering the following change: Announcing changes to how WhatsApp users are identified – Zendesk helpIs there any way we can retrieve the phone number? maybe a new messaging/sunco endpoint.  We rely on this value to carry out integrations with many clients; this will disrupt the operations of many businesses Kinds regads, 

Hi there!We're currently using the classic Web Widget embedded within a Help Centre, the widget script has been rolled out and is working fine. We've customised some of the CSS so the button is more on-brand. My question is, if we upgrade our widget to support Messaging by ticking 'Turn on messaging for this web widget', will the widget script need to be deployed again or will it remain the same? Will any of the associated classes etc change within the widget?

Hello, I used this guide https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/ios/push_notifications/ to receive messaging notifications on iOS.The problem is that I cannot find a way to de-activate the push at runtime, e.g. to handle a toggle used by the user to mute notifications.Is there any workaround to have messaging enabled on iOS but without notifications?

Hello, I used this guide to receive messaging notifications on iOS: https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/ios/push_notifications/Now I need to add a toggle to disable ONLY Zendesk notifications. Is there a way? I was able to prevent displaying notifications adding logic in userNotificationCenter but that is enough only when the app is in foreground.  

We are currently using the AI Agent Advanced together with the Chat Widget and have noticed an issue with the scrolling behavior.Whenever a response is sent to a customer, the view automatically jumps to the bottom of the message (end of the sources), instead of starting at the top where the actual answer begins. As a result, customers have to manually scroll up each time to read the response.This creates a poor and somewhat unprofessional user experience.Could this behavior be adjusted so that the view defaults to the beginning of the answer? Or is there already a way to configure this?Here you see that 6 Article Suggestion, require to scroll up to read even the response. Kind Regards, Tobias

I have been using zendesk for a while unfortunately due to an update i believe rolled out last year it has been difficult to read ticket due to the new background colour of text. As the new tickets are now Green and yellow it's difficult for myself to read do to being slightly color blind(Green and Yellow). It would be a great feature to have these text backgrounds to be changed as it would be easier for not only my self but other people who may be affected by this. I have tried using extensions but i have not been able to find one which truly does fix this problem Any suggestions for this would be greatly appreciated  Thank again 

Hi, we are missing the Web widget classic on the Zendesk Admin. Does somebody know how we can activate it and what implication does it have? Do be more precise if I go to Channels → Classic → there should be the classic web widget in which you can utilise the custom forms but on our side is missing. 

We’re using the messaging widget and have an issue where, if we don’t add a fresh JWT token, the widget shuts down.When following the example linked in your documentation:https://developer.zendesk.com/api-reference/widget-messaging/web/authentication/#dynamically-fetching-fresh-jwt-tokens-with-loginuserWe’re able to keep the widget alive and authenticated, but the widget UI reloads as if the page is refreshed. Is there a way to refresh the JWT token without causing the widget UI to reload?

I am having some issues when the token expires, and sometimes the “loginUser” method calls my API endpoint to get the new token, and other times it does not.Why is this happening? Am I doing something wrong?zE('messenger', 'loginUser', function (callback: any) {generateZendeskToken().then(response => {callback(response.data.result);}).catch(() => {callback(null);}); First picture is calling the new token.The second one is not. 

Hi All. For a while now, our business has been looking at reporting on the URL's customers are on when they engage with our Web Widget. In Messaging tickets I can see ‘Pages Viewed’ but can find no way to generate any reporting for the URL's. Does anyone have any magic that can help? No Google Analytics i'm afriad. Just Zendesk. 

Hello Zendesk team,We’ve received multiple customer requests regarding the lack of rich text formatting when replying to tickets via the Web Widget (messaging experience).Currently, end users can submit a new ticket using a custom form that includes a rich text editor. However, when replying to an ongoing conversation through the widget, the formatting toolbar is no longer available. This inconsistency creates confusion and limits the user experience, especially for customers who want to include structured information (such as bullet points, emphasis, or code) in their responses.We understand this is currently expected behavior, but we would like to formally request the implementation of rich text formatting support for end user replies via the Web Widget.This feature would greatly enhance usability, improve clarity in customer communication, and align the reply experience with the initial submission flow. Thank you for considering this improvement.Best regards,Marcello

Hello, I would like to ask about the "more" tab in messaging that occurs when you are taking 8 or more tickets at the same time. A bit of context, we are using a live chat and integrating it with messaging. So there are a lot of times when our agents have to chat with more than 8 customers at once and for the 9th and so on customers, the tab will push the 1st chat to the "more" tab. Now this has proven quite troublesome for us since there are quite a few unfortunate things that come with the "more" tab. 1. Sometimes tickets that are in the "more" tab don't have any chime on them which makes it difficult for us to know if the customer has replied or not 2. Sometimes tickets that are in the "more" tab don't show the red alert that the ticket has been replied to. Making it difficult for us to keep track of customers' replies. Is this a known problem on zendesk or is there something that can make this happen?,  The second question is for the "bell" icon on messagin