Chat/Messaging

We have encountered an issue with the Zendesk Messaging SDK related to required fields(customers details) in the greeting message, and we would appreciate your assistance.Issue Description:Currently, messages cannot be sent to the support team until the user fills in all required fields in the greeting message. However, we have noticed the following challenges: There is no way to disable all required fields in the admin center. In some cases, users only enter and send their name. They do not proceed to describe their issue. This behaviour suggests that users may not understand they need to provide additional information after entering their name. Expected Behaviour:We would like to simplify the user experience by disabling the required fields entirely, allowing users to immediately start typing their issue as soon as they open the chat. Questions: Is it

Hi Community - need some advice.  We have an api running to upload any newly onboarded customers as a contact with Zendesk so we are able to identify a contact (with customer attributes) - making it easier to answer the customers query immediately.  The issue is that Whatsapp see the contact number in this format [+27 72 500 400] while the contact is saved in Zendesk in this format [+2772500400] - it does not recognize the contact and create a new contact instead leading to duplicates. We are going to change our API format in the hope that it will fix it - just wanted to see if anyone else had this issue?  We still need to look at bulk migration for the existing duplicates with this error but difficult with apps and the condition that we retain the API upload and not the Whatsapp created contact. 

I've been losing my mind over this issue for way too long. We use Messaging (not classic), and have just one simple flow setup to get the customer to an agent as quick as possible. Sometimes, not every time (I haven't been able to find any kind of pattern), after the customer fills out the required form, they are given the usual message I write telling them they are being transferred, but then 3 seconds later, they are also given a message stating “We're offline. When an agent replies to your request, you'll get an email at (customer's email address)” even though we are open and agents are available. Often, a support agent is able to grab the chat and continue right after the message. Something I have noticed: Even though the bot has the same name, there is no avatar. So, this tells me it's from a different section than what I built for the current flow as I crea

I've searched everywhere and cannot find this. I know how to update the email template for the Email channel. I am looking for the email template that is used when a Messaging conversation changes to Inactive. I want to change the subject line.  Also, I want to add some text like “You can reply via email or via the message bubble.” I can'f figure out how to do this under Messaging Triggers. When I check under the regular Triggers, I don't see a placeholder to add in the conversation to the Notify Via Email action. Here is the email I am referring to: 

We have 8 Instagram accounts and 4 Facebook Messenger accounts generating messaging tickets.  When they come in we have no way of seeing which account the message is from, and often these massages are asking specific questions “do you have this in stock?” “what time are you open tomorrow?” so we need to be able to identify the specific account when replying. Currently the source just says “Instagram direct” or “via Facebook Messenger”.  Tags can't be used because the only trigger available is Instagram or Facebook - not the specific account.

We currently have a rather small support team, with one agent responsible for answering incoming chats. The chat volume is quite low (a maximum of 10 per day), therefore we only have one agent monitoring this. However, sometimes a chat is missed, leaving the customer stuck in the widget waiting for a reply. What we need is a notification (email is fine) when a chat goes unanswered for one (1) minute so we can address it promptly and reply to the customer. I've tried using triggers and automations but haven't been able to make it work. Does anyone have an idea how to solve this or has faced a similar issue and found a solution? I would appreciate the help!

I understand that If we enable multiple features, they would be presented in this order: Self service Live chat (only displays if outside office hours AND no agent available) Phone calls Contact forms (only displays if outside office hours OR no agent available) Since an end user may not have time for a chat or prefer to work asynchronously, we would like to provide self-service first, then the option to choose between chat or the ticket form. On the Zendesk site's widget, the behavior seems to be self-service then chat only (with the pre-chat form enabled, rather than an actual ticket form). Is there a way for widget (classic or messaging) users to have an option between chat OR ticket form, or do they need to go through chat before the fallback form?   

even though my agents are all online, but mobile sdk keep telling customer no available agent, why is that? Should i also need to integrate chat provider api to use chat function?

My understanding is that when using the JWT Authentication, when a live transfer step is reached in the flow builder, the external_id will first be used to locate the User Profile to then create the message/ticket. If no profile is found with that external_id, then the email provided will be used. I've tested this now multiple times and each time, a new profile is created with the email I provided, when there is an existing profile with that same email as the Primary Email.  The existing profile, the email is not verified. The JWT contains both the parameters of the email, and that the email_verified = true. When I don't include the email_verified = true, then a new profile is created, with no email at all.In my messaging settings, I have the most relaxed setup to use both verified and unverified emails. Does the fallback to match by email only work on verified emails? If so, is th

this is your wiki https://developer.zendesk.com/documentation/classic-web-widget-sdks/chat-sdk-v2/android/quick-start-chat-sdk-android/#getting-the-zendesk-chat-account-key.   and I step one by one ，but  I can not find Acount Key  in help center. when I click this button , can not find account Key, why?   

We need to use the “custom launcher” for Zendesk Messaging widget, but the instructions in the dev guide don't say where to put the “show” or “open” commands. We have tried everywhere and nothing happens. Zendesk's Support says to reach out to community, but I don't see instructions here either.  I know zE('messenger', 'show'); needs to be in our Zendesk hosted Help Center, but where do you put it? We've triead so many places, but still nothing happens and the widget dissapeared 

We’re facing an issue with our Zendesk text number and WhatsApp Business. When attempting to set up WhatsApp Business, we’re not receiving the verification code sent to our Zendesk text number. Since Zendesk support hasn’t been very helpful over the last few months, I’m reaching out to see if anyone in the community has experienced the same problem. If so, how did you resolve it? Any advice or guidance would be greatly appreciated. Thank you!

Hey,We have an external company handling the overflow of chat tickets and they should make a report in Explore where you can see the amount of their tickets. However, the problem here is that explore gives a different result than the manually calculated amount of the company in question. So they calculated the exact amount in the tickets for the two days, but I can't get it to match in any way and the reason is probably that they have transferred the ticket back to us. Would it be possible to get a function in Explore where it is enough if you have handled a ticket at some point?

There should be a way that as a company you can decide how to assign inactive message conversations.  For now, they don't affect capacity, but for some organisations, the message ticket is the same as an email ticket so it could have a specific workload.  Maybe what some customers need it to have the option on: - how inactive message are assigned to the first agent > all at once or round robin model within the team - how inactive messages affect capacity > based on inactive/active status or based on ticket status (open vs not open)

I'd like to display the message for offline status when no agents are online, even if it's during business hours. It seems like if it's during business hours, the messaging widget will initiate a chat rather than the fallback form. After submitting the chat message, the initial message for online will display, then a few seconds the message for offline will display. Also, the default online messages (rather than the custom ones) will be used for both the first and follow-up messages. How can I set up the widget to use the custom offline messages when agents are offline but it's during business hours?

 The accessed SDK is    implementation 'io.smooch:core:9.4.0'    implementation 'io.smooch:ui:9.4.0',as shown in the picture below, How to close this session manually? No relevant API was found. If the Android side cannot be closed, is there any other way? 

On Zendesk Messenger, I would want to pre-enter name, email address, and a sample message. Previously, `prefill` https://developer.zendesk.com/api-reference/widget/core/#prefill and `chat:send` https://developer.zendesk.com/api-reference/widget/chat-api/#chatsend could be used with widgets. Is it possible to accomplish the same using core messaging?

Use case:I have a spot in my app where someone can click a button to fill out a form. I'm currently doing this via Google's dialogflow CX, and trying to move things into Messenger… the business work flow is that the form needs to be a ticket anyway, and we want to get onto those form submissions as quickly as possible.  In the Core API docs, it suggests the exact use case - to set a conversation field while also using the API to open the chat:Also, if you want to make sure that your conversation fields were set properly before opening the messaging Web Widget, then you would call.. My question then is, how do I use this conversation field in the Flow builder? It seems that the only way that the branch by condition can use a conversation field is to first have a step before it in the flow builder that asks for that field to be filled. Now the field is selectable from the UI of the branch by condition.

We are experiencing an issue with Zendesk support, when we receive chats via messaging. The customers can have the same journey to speaking to an agent however sometimes it will then show in the subject as conversation with [customers name] more often it shows as Conversation with Web User [followed by random characters and numbers]. I am not sure what is causing this to happen.  any suggestions to help look into would be great

Hello,We are using agent workspace, and we were monitoring the active chats per agent on the chat dashboard. We are able to see the amount of active live chats per agent there. Until 31.7.2024, on the “view all” option, we were able to see the amount of chats and whatsapps currently an agent is handling.from 1.8.2024, we cannot see the whatsapps there, only the active chats. We have limited the agents to a current amount of live chats to handle.Since we are maintaining an average response time around 12-14 seconds,  this lack of monitoring of the incoming and current active chats/whatsapps is not really helping. In addition, since the whatsapps are no longer visible on the chat dashboard, i am not sure if they are included in the limit of chats each agent has.. which means that the agent will receive more than the limit that was set for him. So, if anyone can throw an idea how to monitor:1 - Average first response time2 - waiting

Hi everyone, Why am I seeing the same trigger listed 3 times in a ticket's events which happens on all tickets via email? The trigger sets the Group = L1 IT,  and Team Responsible = IT Services. We have no triggers setting Tags, only the ZD auto tag feature on tickets.  I have similar triggers with other support email address that also show 3 times in ticket events.  Group L1 ITTrigger Requests received from itservices@nnnnnnnn.com routed to IT L1 Tags it_servicesTrigger Requests received from itservices@nnnnnnnn.com routed to IT L1 Team Responsible IT ServicesTrigger 

At the moment the Notification list isn't editable and only notifies you of incoming messages for messaging channels.  I'd love the ability to see ticket notifications based on different intents such as requesting an order cancellation or order amendment, which agents need to pick up instantly too.  We do have our ticket priorities, views and SLA's set up to prioritise these tickets within the interface, but we feel for agent efficiency it would be great for each business to be able to organise based on intents and not based on channel.  Any further advice, ideas or thoughts on how others are currently organising top priority tickets alongside messaging tickets to ensure these are getting instant responses would be great :)  Thank you!

Is it counted as 1 new unit every time a customer starts a chat (within a certain period of time)? Do customers need to end the chat for calculation? What if the customer doesn't press end chat?

When I request to open chat simulation, it appear:“Looks like your account is offline at the moment. Your visitors won't be able to chat with you when you are offline. Learn how you can change your status here.”But when I clicked “here” above, it showed “This page doesn't exist. You may have mistyped the address or the page may have moved.”How can I open chat simulation?

We have had Zendesk Support and Zendesk Chat installed for years without problem. Yesterday, we started getting notifications of incoming chats, but the customer was not receiving any of our chat responses. (We verfified this by initiating a chat as a customer.) We turned off chat, presuming it was a system issue. Today, we are no longer getting any notifications of any new chats. They are just queuing up without any notification to any of our agents. Our agents have not changed any chat settings. Is this a known issue currently or is there something we have to do? We have tried on multiple computers (Mac, PC) and multiple browsers.Thanks!