Chat/Messaging

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

A simple flow builder with different input and output types that are supported by meta is impossible to build currently via Zendesk. I wish this was there.. This is a basic feature available on all omnichannel platforms. If a customer replies to a notification the agent does not see, the context of the message sent.

Hi,On our site, we load the Messenger using the core messaging API and then ask the customer a couple of questions and ask them to fill in their name, email and phone number. At some point in their journey, we already have that data available and would like to pre-fill that for them - similar to the identify call in the Classic webwidget API v1. Is there a way of pre-filling this information for the customer?I have looked at using conversation fields (see this documentation), however that only seems to allow me to pre-fill custom fields - I might be wrong here. If I am wrong, how can I get the id's of the standard fields?Another option would be to log the user in using a JWT token (see this documentation). However, in the flow I want to implement this, the user is not logged in and this requires quite a bit more development work, so definitely not idealAm I missing something obvious? Could you help me out here?Thanks! 

I wonder how bot detect customer language through the different channels I have read that with Web widget it should be as the help center it embed ,if it on a website it should detect user's browser language but how it works if I connect the bot on Messenger or whatsApp or other channels . 

Hi  Im trying to add a phone number on chatbot, so customer can click on the button, it would start a call to us.  is that possible?

If I've backgrounded and foregrounded the app, messages stop working in the sdk's MessagingActivity. Either the support member's messages aren't displayed, the user's messages aren't displayed, or both.

Hello, Curious if others have experienced the Massage Grouping updates of the Agent Interface no being reflected through the Beta trial?

I am currently working on setting up the Zendesk conversation bot to function effectively as a standalone virtual assistant.  Our goal is to eliminate customer interaction via live chats entirely and have the bot handle all initial queries. Here’s the desired behavior we aim to achieve: The bot introduces itself to the customer. The customer provides their query or prompt. The bot recommends an answer, either based on custom predefined answers or by suggesting relevant Help Centre articles. If the customer requires further assistance, they are prompted to leave a message. The chat session then terminates. The customer is prompted to leave a Customer Satisfaction (CSAT) rating.  Issues/Limitations:We have encountered some limitations with the core functionality of the Zendesk conversation bot in achieving this setup. Specifically, for analytics and reporting purposes, it would be ideal for a support ticket to be created when a customer leaves a message. However, it appear

When a new ticket is created through a live chat, is there a way to choose which form is created with. For example our customer creates a live chat related to a Payment, however when a ticket is created the “form” chosen (on the left side panel) is another one but not Payment Has this happened to anyone else? if  so, have you been able to solve it ? 

I would like to configure a webhook notification for each message being recieved through the chat widget in the account.I was able to set a webhook to ticket being created/updated by this is doesn't seem to be triggered when a new message arrives.Is there a way to support webhook for messaging? if not, is there any workaround that I can use?

Hi!We are looking into merging our multiple brands into one brand. This means that all of our products will be in one help center. This also affects the conversation bot as it will now look for relevant articles and I also assume answers (based on intent) throughout the entire which covers multiple products. Obviously, this is not ideal as we don't want the users to be presented with information of a different product. The solution I see for this is similar to what is available in the Zbot here in Zendesk. There is the possibility to select a Product area and then the bot, it seems, look at the content within that specific selected area (surely the actual technicalities of this might be different, but at least that is the general idea I see happening). It seems that this is achieved via a custom solution or integration.  The question is - is there a way how to achieve this with Zendesk features for the conversation bot? Is there a way how to offer a Category dropdown in

I am trying to understand how proactive messaging should work, I am relating to this article  2. Under Frequency,choose how often a customer will receive a proactive message: Once per customer. Message will only show the first time the customer meets the conditions. After clearing the browser’s cache, the customer will be treated as a new user at their next visit and will see the message again. Once per visit. After the message is opened or dismissed, it won't show again until the customer’s next visit. Every time the conditions are met. Recommended only for critical or time-sensitive messages. In my understanding, when I set up the frequency as “Every time the conditions are met”, the proactive message will come up every time the conditions are met, so for example if the trigger is opening a certain web page, every time when this page is opened proactive will fire. The problem I am having is that it will only fire one time, and then it will not fire at all when I refres

Afternoon all. Can anyone confirm that the Classic Widget search bot does in fact search across Federated Searches? It would seem so, but it's not explicitly stated anywhere from what I can see.

Is there a way to give messaging end users a ticket form to fill out with some pre-filled fields based off of the data collected in the messaging conversation? Something like this: https://support.zendesk.com/hc/en-us/articles/4408839114522-Creating-pre-filled-ticket-forms but the values should be unique to every messaging interaction the end user faces. I haven't found a built-in feature like this in messaging, but perhaps there is still a way to do it? 

I'm working on a help center page where I implemented 3 icons with links. In one of these links I need that when the customer clicks on it, the chatbot present in the Help Center opens to start customer service. I've already tried using the codes provided by Zendesk itself on the developer documentation portal (https://developer.zendesk.com/documentation/classic-web-widget-sdks/web-widget/quickstart-tutorials/creating-a-launcher- for-the-web-widget/) and I tried to use some other codes I found on the internet (https://stackoverflow.com/questions/31247753/activate-zendesk-widget-using-javascript-trigger), but none of the codes used It worked. Below I leave the code where I want the user to click to open the chat with the last attempt I made. home-page <div class="column-container-principal container-link">        <a id="start-chatbot" href="javascript:$zopim.livechat.window.show();">        <img title="chat" src="https://theme.zdass

Hi there, hope all is well. On the Zendesk chat interface we can see the average wait time of chats in queue for each department we have set up. I was wondering if there was a way to see real time information of what the average wait time for a department was for the current hour period. I have set up an explore report but this doesn't update in real time.

Using the messaging web widget, I am using JWT to authenticate my users. When I generate the JWT payload, I include the user's name, email, set “email_verified” to “true” and have “scope” = “user”. When a user is created in my system I create a user in Zendesk via the API. However, when the user opens the messaging widget, none of their information is prefilled and unless they type their exact name and email, they are not recognized as the user I've created for them in Zendesk.

I'm not sure why Zendesk deleted this tip I wrote previously, but I keep backups of everything, and figured I'd put it back up, since this is still something people are asking about chat, and seems helpful.  When working with chat data, it became clear that when you have automatic chat assignment on, there is a need to better understand why a chat was marked as Missed. I did some brainstorming with team mates, and we broke down missed chats into a few buckets:1. Nobody was available - Someone chatted in, waited a reasonable amount of time, but no agents were assigned to the chat as they were busy, and then the chatter left, without being served.2. The chatter left quickly - Someone chatted in, then left very quickly, before an agent could join.  3. Tried Agents - Someone chatted in, waited, agents were assigned to the chat, but none of the agents picked up in the 30 second window. As you read these, you might start to see why these buckets are needed. If you had a high volume