Chat/Messaging

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?

A part of this upgrade is to not show users at all in the zendesk chat app? This is awful.  This removes so much functionality on how to approach customers and to see who is online. Why would you ever remove this.  We will need to look elsewhere as this is taking 10 steps back.

Hi, we at JoinForma use Zendesk chat support and we have getting some significant errors on Datadog related to webWidget. Error says:  Method webWidget:get.chat:departments does not exist.From our end we ensured that we are using zE('messenger'...) the new one and not the classic zE('webwidget') one. I am not sure from where this is coming. Please guid me in diagonising this. I am attaching a screenshot of the error as well. Thanks!

I am working on creating a conversation bot that will pull articles from my knowledge base to show people answers to their questions. I am having issues finding a way to show the articles in my knowledge base. Is this a feature I am just overlooking or is it something that is available? In my research, I found that we can add an API to pull from, but I am trying to access the knowledge base articles we have in Zendesk. Thank you in advance for the help!

Hello, I'm looking to protect my customers' privacy by hiding their personal information from my agents. Particularly their 1) Whatsapp numbers from my agents 2) ideally want to also hide other information like names, emails, etc..  Can someone recommends a way or third-party tools that could be helpful? Appreciate your time. Thank you!!

The agent has to set the availability for messaging manually to "online". Is there the possibility to set them on status "online" as a standard? They can set the status to unavailble afterwards. Thanks in advance for your answers. Regards, Stephan

Hello. We want to be able to use live chat for our premium subscribers. The issue I am running to is figuring out how to surface this chat only for people who fall into this group. The other thing that makes this tricky is that we want to be able to still use webform for all other communication. It seems like messaging would be the best option to surface live chat to a user that falls into this category, but it seems like if a person that isn't a premium user doesn't qualify for chat, their request will come in via email and not have the option to use one of our webforms. The goal is to: Surface chat for users who are premium subscribers (currently identified by a tag) Keep non premium subscribers from using live chat Still have webform as an option for all users Thank you!

We linked our app with zendesk and we have forms and chat view within the app, client when he talk to us a ticket are being created, so when Im creating a trigger I don't know what should I select in order to send the message to the same conversation,  the only method that worked is to send via email which is something will not support me here.

I have tickets being created from my social channels. If I close one of those tickets with Customer A in Zendesk will that impact my ability to continue to interact with Customer A on my social channels? The broader picture here is that we have our social channels connected to Zendesk but haven't started managing those customers through Zendesk yet. I would like to close these tickets to keep the system clean, but I just wanted to make sure it won't impact our ability to interact with those customers on our social media sites.

Can we build a report for "Not delivered messages" 

My app is using the web widget via the loading of the ze-snippet script. I am setting a nonce on the script element and I have followed the web widget CSP documentation. However, I am getting a CSP violation due to an iframe attempting to run an inline script. I believe I've narrowed it down to the "asset_composer.js" script that's loaded into an iframe by the snippet. I can see that there's an inline script that does not have a nonce. The only way to remove this violation is to add "unsafe-inline" to my script policy, which is not acceptable. Am I missing something here? I've seen numerous conversations about CSP but none are related to this issue, and it appears there was an effort to improve this in the past couple years but it's still broken. Thanks, Chris

Is there is a way to let customer choose bot language to speak with because it's not functioning the way I want with translating the flow it will make more sense if the requester choose his language and go through this language's flow

I just want to see a real example of an app, that I can download from Google, to know what aesthetic aspect this type of messaging has with Zendesk when it comes to providing support. Do you know any company?

Over the past few months, we have been consistently receiving emails from customers stating that they have submitted requests through messaging but have not received a response from us. Upon checking, we didn't receive their request from messaging. They have provided screenshots showing their previous interactions, clearly indicating that Zendesk did not generate a ticket for those messages. While we receive tickets from messaging on a daily basis, there are occasional instances where a few tickets are not created. The reason behind this remains unclear, despite my attempts to contact Zendesk's online support for the past month. Unfortunately, they have been unable to resolve the issue or find out the reason, and no longer respond to me, which has left us feeling extremely disappointed.

I wonder if There is a way to send voice notes to customers when I am on chatting channel such as WhatsApp or messenger 

Hi, why is it that the Facebook 'get started' messages are being ignored by Zendesk? We get quite a few, but no tickets are being created.Is there are way to create tickets from this so we can respond to guests?

Hello, Is it possible to : - Translate Field Name un end user langage?  - Let the end user put is name into text field directly? It's quite confusing for some of our end user to have two text field.    Thanks

Hello, I would like to inquire about the sound notifications in our website's integrated live chat feature. We have integrated a live chat shortcut from Zendesk to our website, and it has an option to turn on sound notifications. However, when our agents reply to a question, there is no sound notification, only when bots reply. Is this normal? Please fix this issue.