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Jess14
May 17, 2022
Question

Chat v. Messaging

  • May 17, 2022
  • 1 reply
  • 43 views

We have a team of about 20 agents that are on chat and talk at all times, because of this we have chosen to use the Zendesk Chat over the Messaging product due to the focus mode. Does anyone out there have their agents on phones and chat at all times and use messaging? 

      1 reply

      Dave12
      Dave12Employee
      Employee
      May 18, 2022
      Hi Jess, welcome to the community!
       
      I've moved your post over to our  topic since it's more of a question than feedback. That said, a feature that you might be using already (and if not you might find useful in your current Talk + Chat setup) is Focus Mode: Enabling focus mode for voice and chat in the Zendesk Agent Workspace
       
      Focus mode isn't available yet for Messaging as it is for Chat, but it is on our roadmap – I'd recommend upvoting and following this post in our product feedback forums to keep in the loop as we get closer to releasing it: Focus mode for active Messaging and Talk users
       
      And if there are any users who are currently using Talk and Messaging together, please do chime in here!
       
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