Chat/Messaging

We're looking to auto-populate a customer's name & email based on their login information within Zendesk Messaging. Zendesk legacy chat has a function where we'd just call from the code, passing it all the login data so that the user doesn't have to manually input this every time they start a chat. We're wondering if there is something equivalent to zE('webWidget', 'identify') and zE('webWidget', 'logout') supported in the new Zendesk Messaging? 

I have a line of business that only handles emails from customers, no chats or calls. We use a Zendesk Bot to try and help them find the answer to their questions, the business believes that about 50% of their contacts could be answered if they read the KB. For the 50% that need to email, I want to be able to do that right in the bot flow. Today, I am linking them off to the web form. Is anyone able to do this natively ? Are you just using messaging with no agents available? To keep reporting consistent, I would prefer they look like web form submissions, but think that would require a different type of “step” we don't have today.  Thoughts?

I want to add a tag if the chat is started from a URL that contains a GUID…I've set it to look for this: https://website.website.com/meeting/^[a-zA-Z0-9]{8}-[a-zA-Z0-9]{4}-[a-zA-Z0-9]{4}-[a-zA-Z0-9]{4}-[a-zA-Z0-9]{12}$ but it isn't adding the tag.  Wondering if the regex isn't correct? I need it to look for 8-4-4-4-12 with letters and numbers. And yes, website.website is correct because I removed the actual website address for privacy. 

When using messaging I want to create a trigger to send an automated response if a messaging customer hasn't received a response within a certain about of seconds/minutes while active on the messaging chat bubble on our website. Does anyone have a workaround for this? We really need more Messaging trigger options. 

Our agents handle multiple channels of incoming ticket, with our primary use being phones and messaging. In order to attend to as many inquiries as possible, agents alternate between messaging and phones, having only one live messaging chat or phone call at any given time. We are looking to avoid wasting time on a messaging ticket where the end user has abandoned, disconnected, or does not reply, but there is no indication to the agent when a guest has disconnected or has gone inactive. Our end users use the messaging widget on our desktop site to reach out to us, and they do not have to log in to our support site to do so.At times, an end user can even abandon a messaging ticket completely (while still appearing as Active to an agent) and begin a new messaging ticket which is routed to a different agent. Is there a way we can implement a manual or automated "End Chat" for messaging, other than simply waiting an arbitrary amount of time with no response and setting an abandon

We are looking to implement Focus Mode. However, we are concerned that agents would leave a chat/message open so that they will only receive chat/messages and avoid phone calls. Has anyone had any experience with this?

we'd like to be  possible to make a checkmark visible to customers when the agents have seen their message.

We've added chat triggers that add tag to ticket based on the browser and platform for the visitor. It's set to run trigger = when a visitor requests a chat, visitor browser contains Chrome, add tag.  When tested early in the day, the tag was added consistently. During the day, with no change in volume of tickets, the tags aren't consistently added initially, some aren't getting added until we end the chat.  Any suggestions? 

We'd like to have possibility  for the client to react on text wrritten by an agent?

In the prior chat platform, there were automatic triggers settings where you could trigger a chat based on a user waiting for an agent to take the chat. Example, - if no chat or reply in X seconds, send a message to tell the user that they will receive a reply soon. How can something like this be set up with the new Message Bot system? We have users who request to speak with an agent but during times of volume spikes to our platform, we may not have an agent ready to take a chat as they are already working on multiple chats. How can we set up a message that automatically replies to the user that an agent will be with them shortly so they do not keep asking if someone is there? This would work like this:user chats in via message system. They ask to speak to a humanMessage bot triggers answer to send them to an agentAll my agents are busy and after X seconds, it triggers a message to the user that we are working on getting an agent to them. 

Hi Zendesk community, We have the following situation: Duplication of questions/issues when a customer is being attended to through a chat. Problem: Our agents get confused and the client does not get the answer to all of their doubts, also we lost track of all the questions. ¿Do you have any suggestion for this kind of process? we thought about creating a side conversation (or regular ticket) for every issue our customer may have, and that way we can track all of the issues, Thank you in advance

I've set up two chatbots, one for current clients/customers with more detailed inquiries relating to their account and what not, and another for prospective clients with more general information / FAQ type answers.  I'm wondering if there's a way to have clients only interact with the client bot, and prospects only interact with the prospect bot?  We also have an app which clients are logged into as well as our marketing website, wondering how I connect the client bot to the app and the prospect bot to the marketing site. 

Hi,I am wondering if anyone here has any experience with WeChat (Tencent) and Zendesk. I want to find a way to bring WeChat group messages into Zendesk. I am familiar with having WeChat as a channel, but this is not what I am after. It requires the requester to open a ticket from the WeChat page/site. I am looking for a way for requesters to use WeChat to "text" us (similar to the WhatsApp use case). Does anyone have any knowledge or experience doing this? It seems to be the main method of communication in China.

For security issues and to provide the ultimate customer experience, we benefit from being able to see who is on our site in real-time. In the new dashboard, I haven't been able to do that. Is there a way to incorporate the visitor list on my Agent Workspace?

Hopeful anyone here may have some valuable input. We have been struggling with Zendesk Widgets since basically day one. About a year ago, we went live with out Zendesk Help Center - of course super excited to offer support via the widget then too. Due to several limitations of the messaging widget then, we went for the widget classic to start with. Right away experienced severe issues with speed performance/load times on all our sites, where we added the widget. Found a workaround in code for that, and ended up being okay with the performance. Now for a few months we have been preparing the switch to messaging. Keen to start taking advantage of the bot/automation potential we see in the messaging widget. Unfortunately, when we switched from widget classic to messaging, again we noticed catastrophical effects on performance of our sites. We tried the same workaround that we had with the classic widget, switched again, and the results were even worse. We just can not risk this type of us

What settings should I use to get feedback from users about whether my bot's answers are good or bad?

There is no user path from chat on the web anymore.  I have to use the app to see this for a user I am helping.  This is one of many backwards features of the new interface that make us less productive.

Hello everyone,At the moment, we're trying to add commands(callbacks) whenever a user sends or receive a message in the Zendesk Web Widget.In the classic widget, there were very useful callbacks that are now missing. I don't understand how the new widget lacks important features provided by the classic one.Could you please implement this or guide us on the best ways to introduce these callbacks?

I have a bot that calls one of our APIs for a process. However, it seems to timeout too quickly and I need the response so I can't just let it run async. Is there anything I can do to add more time to the call?

Estou trabalhando em uma página da central de ajuda onde realizei uma implementação de 3 ícones com links. Em um destes links eu preciso que quando o cliente clique nele, o chatbot presente na Central de Ajuda abra para iniciar o atendimento ao cliente. Já tentei utilizar os códigos fornecido pelo própria Zendesk no portal de documentação para desenvolvedores (https://developer.zendesk.com/documentation/classic-web-widget-sdks/web-widget/quickstart-tutorials/creating-a-launcher-for-the-web-widget/) e tentei utilizar alguns outros códigos que encontrei na internet (https://stackoverflow.com/questions/31247753/activate-zendesk-widget-using-javascript-trigger), porém nenhum dos códigos utilizado funcionou. Abaixo deixo o código que onde desejo que o usuário clique para abrir o chat com a última tentativa que realizei. home-page <div class="column-container-principal container-link">        <a id="start-chatbot" href="javascript:$zopim.livechat.window.show();"&

I have a chat only account. I can log into *.zendesk.com where * is my brand name. When i click Chat on the top right dropdown menu (four squares icon) I am returned to https://*.zendesk.com/admin/account/billing/subscription where it shows my monthly cost. I tried reaching support by chat and it said "It looks like you don't have permission to chat with an agent." I am the account owner. How can I get logged into the chat dashboard? Or how can I reach a human who can assist?  

We're all forced to use Zendesk Messaging now that we're on Agent Interface and the client city / IP / location isn't available anymore. Is there any way to use zafClient to "get" this information considering that chats are all launched through the web-widget or is it passed on the Zendesk support API in any way? You're really limiting the functionality we have in Zendesk and I'll be looking for a different solution if I cant get this.

Under the 'behaviour' tab in programming my bot, I have a programmed message for the 'Start of the conversation' which also displays some answers so that the customer can quickly get help for a specific problem and be taken through the bot flows I have built. However, that message only displays the first ever time a customer uses messaging. Even if the ticket is closed, when they re-enter the chat, they don't get any greeting or suggested answers. Is there any way to change this? If not I find this a big oversight of how the bot is programmed. I don't find the bot to be that helpful if customers aren't quickly able to pick an answer (one of which is talk to a human). Instead they'll have to jump through a lot of hoops and try to guess the right word to use to prompt the bot to do what they need it to do.

We are successfully using the Chat feature inside our apps.We recently added a chat bot that helps to automatically answers common issues. It works well on the web, but we can't see its effect on the mobile channels, although it's all live and published.In the docs it says to use the Channel key, but there is no way to use it in the Chat SDK.What do we need to do in order to see the chat bot in our app??Here is our init code:static func setup() {Zendesk.initialize(appId: "XXXXXXXX", clientId: "YYYYYYYY", zendeskUrl: "https://ZZZZZZZ.zendesk.com")Support.initialize(withZendesk: Zendesk.instance)AnswerBot.initialize(withZendesk: Zendesk.instance, support: Support.instance!) Chat.initialize(accountKey: "AAAAAAAAAAA", appId: "XXXXXXXXXX") Chat.instance?.clearCache() }

In need of someone's help. We've had a hard time perfecting a trigger. Our goal is to reassign all messaging/Whatsapp messaging tickets to our support team group without any specific assignee, so that they can be handled by any available agent.  The issue we're facing is that when the end user updates a messaging ticket, it appears as if the ticket is updated by "system" rather than the end user.  When we set the trigger conditions to *current user = end user*, the trigger doesn't fire when needed. To solve this, we have to set the conditions to *current user = agent* and add many caviats, which becomes problematic for ticket updates by agents..  Does anyone know a solution?