Chat/Messaging

Our team currently uses the “Live Chat” channel, and we want to add a custom Virtual Assistant/Bot via Sunshine Conversations. It looks like if we would like to continue to offer customers the ability to talk to a live agent, we would need to use a new channel called “Web Messenger”. The SunCo Web Messenger seems to be rather backend-heavy, and I’m worried we will be losing a lot of the UI controls (settings and triggers) we currently have in place for Live Chat. In reviewing the documentation available in Zendesk and SunCo, several things regarding whether Web Messenger behaves like Messaging are still very unclear to me. The main things I would like clarification on are as follows: Can we connect and manage Web Messenger via the Chat Workspace, like Messaging and Live Chat? Will we be able to set Web Messenger routing within the UI? Do “Broadcast” notifications work with this channel? Will agents be able to use the conversation statuses of online, away, and invisible? Would the work

I suspect this is likely a false positive (based on this historical post), however, speaking with Zendesk support via their live chat on our merchants account has not lead to any further answers as to if the current flagging of Card Stealer on the web-widget-chat-sdk-a0370fe.js is an issue or not. We have been told to report this with Avast, however, we're not at liberty to say whether the file in question is compromised or not, this is why we've raised it to Zendesk.

Some of our agents forget to hit 'send' when working Whatsapp tickets, which they don't realise until the customer reaches out again saying they haven't received a reply or when the customer has given them a negative CSAT.  Is there a way to reopen the ticket and leave an internal note on the ticket saying 'reply needed' or something along those lines if this happens? I've been thinking of triggers & targets but not sure how to set it up.  We DON'T want this to apply on ALL Whatsapp tickets, as an agent should still be able to solve the ticket without a reply (for example when the conversation has ended and no further replies are needed). 

How can we create email and message both types of chennel in same tickets? Is it possible? If yes, then how?

Hi support,  I am facing an issue with our Zendesk chat script on the site (wecustomboxes.com). The problem arises when the Google Adwords PPC displays different results compared to what is seen on the Zendesk dashboard. Despite our sales team reporting only 4 clicks on the site, Google Adwords indicates 37 clicks as a result of its ad. I would appreciate it if you could guide me on how to resolve this discrepancy.   Thanks

Hi Is there a way I can report on customer interactions with the bot prior to them creating a ticket with the agent. Would love to know if articles that are recommended were helpful or not and what searches my customers are asking for to ensure I have the correct information available to them.  Any suggestions or work arounds would be greatly received.  

I'd like to setup our Zendesk instance so that a person needing support can opt to use Chat or send in a Ticket. Is that possible?

I'd like a segment of our business users to be able to use chat, but want to hide it from others. Is there a way to configure that?

Hi,We are thinking of sending CSAT requests with an external service, because CSAT request for phone is somewhat limited on Zendesk and we need a work around in the interim. I noticed that CSAT links follow this format:https://support.zendesk.com/requests/<ID #1>/satisfaction/new/<ID#2>Based on a link I found in another post: https://support.zendesk.com/requests/6655900/satisfaction/new/YDcPjHPTkJE1F2nO6qGJa8JzG?locale=1What are the two IDs? One looks like the ticket ID, but I have no idea what that second ID is? Is it possible for me to manually generate these URLs?       

Some background about this matter:https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/web/voice-messaging-qs/ Since the Messaging widget's "Answers" (flow bot) cannot direct the user to Embedded Talk, the guide above was created as a workaround, where users can open the Talk widget by manually clicking a button in the website instead.If you want users to call you via Embedded Talk, you make the flow bot explain where to find the "Call us now" button that you created. Now, rather than instruct users to look for the button, I want to make a JavaScript where the Talk widget gets automatically activated if the Messaging widget utters a key phrase (e.g., "You are now being redirected to our Talk widget").According to Zendesk Support, this can be done using MutationObserver:https://developer.mozilla.org/en-US/docs/Web/API/MutationObserver I can't ask Support to give me the exact code to write to make this work for my Help Center since it's out of their scope, but I was h

Third party cookies question relating to the Zendesk web widget (messaging widget).We've reviewed our site (which the widget is present on) in Dev Tools to check for cookies that will be blocked by Google's upcoming deprecation. There is a cookie on the Zendesk domain which is flagged in Dev Tools > Issues as being affected because it has SameSite set to None.The cookie name is cfruid and it seems to be a Cloudflare rate limiting cookie. Does anyone know if Zendesk will be fixing this before the deprecation happens?

Does anyone know if we can push CSAT surveys through chat widgets? Our widget is embedded in our product and we want the ability to send a product CSAT survey to our customers through a proactive message. Thanks 

How do I integrate an existing WhatsApp business account into my Zendesk? I don't see the option to select an existing account. I only receive the option to create a new business profile. 

Hi! I know we can link messaging to a schedule and set chat offline when is outside business hours. Can we hide the bubble chat instead send a offline message?

Hello Zendesk Community, I recently had an excellent customer service experience through a Zendesk chat where the team utilized a verification code system to confirm my identity. I was impressed by the seamless integration and the added layer of security it provided. I am keen on implementing a similar verification code trigger for our own Zendesk support Messaging but I'm hitting a roadblock when it comes to finding the appropriate documentation or guidelines on how to set this up. Has anyone here successfully implemented such a feature, or could you direct me to any resources that might assist in creating a verification code trigger like the one shown in the screenshot I have from my interaction? Any guidance or points towards the right documentation would be greatly appreciated. Thank you in advance for your help!

Hello ZD Community, I've recently added an alert banner to the header of our help centre and wondering if a similar banner can be added to the top of the chat/messenger widget? We'd be looking to add this to the top of every chat/messenger widget across all pages. 

We would like to make the chat widget available during office hours, and hide the widget when it's outside of business hours. We can use either the classic widget or messaging. Is this possible? From what I can tell, it looks like the only option is to have the fallback be a form or the standard 'leave a message'.

Hello,I would like to know if it is possible to create a Zendesk ticket when one of our customers sends our return request form on our site?

Hello,After authenticating the customer with the web widget (bot with JWT connection) on our site, if the customer asks to speak to an agent, this creates the customer account and the ticket on zendesk, but I don't see the email in the customer file. Can we send this info to the customer without going to zendesk?

Hi, looking for some help please We are using messing on Zendesk suite on a professional plan. We are trying to set up the messaging chat widget (we aren’t using the classic chat widget) We use UserPilot for our onboarding. Part of this is a resource centre, in which we can install our live chat/messaging service through a js code. The HTML code provided from the chat installation page in the admin centre is not working. I have spoken with UserPilot, and they have advised we need a simple js code for the chat to be triggered manually. Does anyone know where can I get this or if there is a specific way this should be configured? Thanks in advance! 

Recently the chat in our website started to appear open like this: We would like it to show like this: I have been trying to find in the help where that is configured but I couldn't find anything. How do you make it appear always minimized? Thanks!

Hi all, I would like to inform you that I am using Trial Version of Zendesk Suite professional and in the chat dashboard there is no option for chat history, department and monitor. Does trial version is affecting that or there is another reason? Thanks,

I want to identify the chat users, because the chat is already in a logged area, but I can't at all pass that to the WebWidget.It's possible using the form, but I don't want to have to request this information again, because the user is already logged in.I tried to use zE.identify but got the return 'Method webWidget.identify does not exist.'

Hi, The Zendesk cookies we use are not very consistant, sometimes, for ex- zlcmid cookie sometimes, get created twice. And because of this cookie behaviour we are not able to manage multiple chats in one browser. Can you please help us understand how can we start a new conversation in the new tab,  if the user is not logged and if the user is logged how to mantain the conversation. how we can control it or do it from ourside.

I have a web widget on my website where the chatbot asks some question 1.Name2. EmailThing is I am already getting these values from some other way (a third party API) so I don't want the chatbot to ask these things again to user. Is there a way I could tell the chatbot the values like initialise the web widget with some values and use some setter function to add the values in the ticket to be created?