Chat/Messaging

 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.But I don't want the user to be asked for this field first, it should be

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 whatsapps/chats (due to the limits we put to t

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 Requests received from itservices@nnnnnnnn.com routed to IT L1  Thanks

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!

Is it possible to hide the username and email requests on the “Contact Us” screen, so that the user is not required to add these, and the values can be added from VisitorInfo? This is my set up:Gradle/toml:zendesk-messaging = "com.zendesk:messaging:5.4.0"zendesk-chat = "com.zendesk:chat:3.4.0" Application:Chat.INSTANCE.init(applicationContext, "MyAccountKey") Show messaging screen:override fun setUpChat() {    Chat.INSTANCE.setChatProvidersConfiguration(buildChatProvidersConfiguration())    MessagingActivity.builder()        .withEngines(ChatEngine.engine())        .show(context, buildChatConfiguration())}private fun buildChatProvidersConfiguration() =    ChatProvidersConfiguration.builder()        .withVisitorInfo(buildVisitorInfo())        .withDepartment(null)        .build()private fun buildVisitorInfo() =    VisitorInfo.builder(

Hi, I would like to hide the email field in the web widget. I found this post: https://support.zendesk.com/hc/en-us/community/posts/360029388034-Hide-some-fields-from-the-widget-  It redirects you to this post: https://support.zendesk.com/hc/en-us/community/posts/360004395348-Hiding-system-fields-in-Web-Widget   Which I am not authorised to view. Can someone either help me with the js code, or give my access to view that post?  Thank you, Amy**Added 9th June: Feature Request (https://support.zendesk.com/hc/en-us/community/posts/360046753854-Feature-Request-Hide-ticket-fields-in-web-widget)**

I'm currently looking into setting up the new messaging widget early since the switch will automatically happen in August.  I'm looking to setup the widget to function the same way as the classing widget but I am struggling, I don't want the widget to act as a live chat when someone messages or tries to get answers. If someone needs to get in touch I would like the widget to ask for their email and then open a normal ticket not a chat which our agents will take up.  Is this possible with this new widget?  Could someone point me in the right article or give me some advice? 

Hi!  I just integrated a Whatsapp Account to Zendesk and I cannot delivered messages back to my clients.  Any idea why? Has it happen to other people.   

If we select 'Custom launcher' for our Messaging Web Widget, the widget is no longer available in our Help Center/Guide even though we have selected to Add to help center via "Automatically embed Web Widget in your help center" .  Is there a way to make it available in the Help Center/Guide with the Custom Launcher selected?

I am going through the following situation: End user via WhatsApp ignores the chatbot's questions and sends messages different from the options given.With this, the ticket is created and assigned to a random group.How do I ensure that an end user's ticket that doesn't respond to the chatbot is assigned to a specific agent?

Has anyone figured out a way to auto accept incoming chats so its not left up to the team member? We are finding that team member use the accept feature as a way to throttle their concurrency rather than accept the chat like they are supposed to.  Wondering if there is a way to either bypass the accept feature or auto accept the chat so we can remove this challenge.   Any thoughts would be greatly appreciated.

Hi, I implemented a chatbot for WhatsApp and it is working fine. but once the chatbot is completed and the ticket is not closed. my user can't able to reuse the chatbot. Kindly advise a solution. Thank you

Hi, we recently incorporate a widget at the checkout page of our website, and the following items are what we would like to achieve: To be able to decide which articles to show in the widget To be able to decide the order of the articles shown in the widget To be able to show more than 3 articles in the widget To know how many chats are initiated from the widget  To know the trend of content for the chats initiated from the widget   We tried contacting Zendesk support, and the agent asked us to consult Zendesk Developer Support team instead.Please advise how we can achieve the above items and feel free to let me know if any clarification on our use case is needed. Thank you!

Good Morning, I have just been told by support that because I am the only account on my Zendesk, I cannot get notifications of chat requests. Does anyone have a workaround for this? As this has made Zendesk 100% useless to me.

Our Chatbot's default language is English, and we noticed some translations are not very precise.Is it possible for us to define some of the translated words, instead of Zendesk Chatbot handling the whole translation through a third party tool?  For example, we don't want our product name to be translated into weird words, we'd like to keep our product name in English(untranslated) when mentioned in the Chatbot. Also, we noticed some general words are not nicely translated, especially with traditional Chinese, would it be possible for us to edit dynamic content for the Chatbot translations?

What is the best way for a support manager to see all tickets relevant to his group with Realtime updates for messaging tickets, including a conversation status indicator to indicate when a conversation is live?

We want to add a CTA for our customers to be able to open up the full help center from the web widget. So, the behavior would be something along things lines: users search for content on the widget but, if they wish to, they have the option to get redirected to the help center. I know there's that little window at the top right you can click when you're on an actual article but our customers are usually not catching it. We would like to have this CTA at the bottom of the widget - a simple message (hyperlinked) saying "View our help center". See below for more context on placement of this CTA - we want to CTA to always appear. on the widget, regardless of the search. 

I am using the bot builder for messaging functionality.I am using the step of forwarding to an agent in the bot builder.My question is I would like to know how to close the conversation between the agent and the user when it is transferred from the bot builder to the agent.I would like to know how to do this because the conversation is not closed even when the ticket is resolved.

I just gave my new CC to someone on the phone,  however I still cant see or hear any of the latest programs.  I am getting message to enter not just my phone but also my email. But there is no place to put my same email I have had for over 20 years???  Very frustrating!!!!Please help.jamesrburns1@gmail.com703 606- 6644