Chat/Messaging

Hi, My name is Manju, and I am reaching out to the community to help me understand a user case scenario.  We have multiple e-commerce websites depending on the type of customer (wholesale / end-user / marketplace), and we have configured the same chat flow on each of these websites. The same web widget has been activated on all these sites with an intention to resolve the queries via articles and then connect to an agent, depending on the requirement.  But as I am noticing, I do not have any option to filter queries based on the source (please note, our customers may not log in while raising a ticket. Hence, assigning organizations based on email domain is not applicable).  I want to assign the ticket to an agent based on which website the customers have raised the ticket (website A --> assign to Agent 1, website B --> assign to Agent 2). Please let me know if there is a way to achieve this. 

When submitting an inquiry via the chat widget on the Zendesk site the character limit is far too short. Inquiries have to be cut down to just a couple of sentences. But, when submitting the canned response indicates that providing more details is more helpful. How can we provide sufficient details when there is such a low character limit? The ask contradicts what is actually possible.  

I would like to use the Answer Bot, but I cannot configure the messaging settings. How can I configure the settings to use the Answer Bot?

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We see this chat is disconnected error a lot. We then click to reconnect it. Does anyone know what this is about? When I reached out to Zendesk support a while back, I was directed to basic troubleshooting tips that weren't helpful.

I have a survey link.So my question is:Is it possible to send this survey link to the social media platforms by using the ZENDESK triggers?Maybe there is a way because it is a just link, nothing special.Can someone answer my question?

I am using Zopim WordPress Plugin for the live chat feature on our site. The plugin uses WebSocket for the chat feature. The WebSocket is causing an issue in page speed and Core Web Vitals. As per the lighthouse report, "Pages with WebSocket cannot enter back/forward cache."I need a solution to this issue. This issue is affecting my Google Ranking, so this needs to be fixed asap.  

Good morning, I am working with the chat system. I would like to change the text of the the chat button (online und offline status) Online: Offline: Now I would like to change the strings "Chat" and "Hilfe" I found this documantion: https://developer.zendesk.com/embeddables/docs/widget/settings#chatlabel This Code works fine for the online status button: <script type="text/javascript">window.zESettings = {webWidget: {launcher: {chatLabel: {'*': 'My new online button text'}}}};</script> for the online and offline button status text I should use this code: <script type="text/javascript">window.zESettings = {webWidget: {contactOptions: {enabled: true,chatLabelOnline: { '*': 'My new online button text' },chatLabelOffline: { '*': 'My new offline button text' }}}};</script> But this code doesn't change anything. Where is my fault? Thanks a lot :)

Hi, we have Suite Professional plan and we have an active WhatsApp chanel. I note a strange behavior in the Support ticket created from the WhatsApp chanel. This is the case: I'm an administrator agent and i have solved a ticket from WhatsApp chanel so i change the ticket status from open to closed. After a bit the end-user reopen the ticket by messaging into the same WhatsApp chat. So i see the notify: but when i open the ticket i can't see the last message (Text of the message: "Test 12"): I have tried to refresh Chrome also with the ctrl+F5 but i still can't see the last message. I have find this work around to see the message without waiting every time 10-15 minutes: i change the ticket assignee from my agent to my group and apply the update status to the ticket, so finally i can see the last message: Someone can help me to understand why this behavior to see the last message with Whatsapp channel?

Where can I find the question raised by the user of the bot, but didn't create a ticket? So I can improve my flow

Before the bot was searching in out helpcenter for answers, not with the flowbuilder, I am having the idea that I need to give each instruction to the bot, instead that it also searching in the helpcenter. Any idea how I can combine this with the flowbuilder?

Hi, We are using the chat widget on our website. However, the chat session gets cleared every time I refresh the same page or visit another page within the page and when it does, t he users have to restart the chat, which is kind of annoying.Is this some configuration I need to update in Zendesk?   Thank you!  

Hi, we just upgraded our account to Suite and added our FB pages. But now, every time we get a message via social media, Zendesk creates a new ticket with the title 'Conversation with....' and, of course, we get an email notification.  It seems like a view-only ticket with the text 'View only. Only the assigned agent can join a live conversation.'.  I don't understand the purpose of this ticket and how it got generated. Where can I find more info about this? Why does this second ticket get generated, and how do I disable it?     

In this example https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/web/conversation-metadata/#creating-the-itinerary-number-custom-ticket-field one can read "The itinerary number is displayed on the HTML page and will be passed directly to the agent by the Zendesk bot. It will not be displayed in the bot for the end user to confirm." I cannot reproduce this. The text fields are always displayed for the user to confirm. How can I hide the text field in the bot but pass the metadata information to the ticket ?

Our emojis are enabled in the companies chat but not for end users...Is this possible and how do they insert emojis to chat back to us? 

Hi guys, Is it possible or will it be possible in the future to delete attachments in WhatsApp tickets? Are more people encountering the issue that this isn't possible at the moment? How are you guys dealing with this now? Best regards,Mick

Hello everyone! I have a Client that doesn't like the send request confirmation: How can I satisfy him? any solution or workaround? Thank in advance! Maky

Hi All, Please help me whats included in pre-committed notifications in Sunco  What's the difference between notifications and whats app fees? This is a clarification required for one of my existing customers. Thanks 

How can one configure an action to invoke the Chat Widget when an article is voted as not helpful rather than having the widget displayed all the time when showing the Help Centre?

We are looking at using the feature to bring through articles in the chat widget in order for our customers to self serve. However we would really like there to be an option to just go to the Knowledge Centre as well as search for a particular article. Has anyone found any customisation options that allow this?

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The chat transcripts from Messaging tickets display the timestamp for each message. However, the ticket's metrics are only determined by ticket events, and the entirety of a chat transcript only creates 1 ticket event.How do I determine the length of time that an Agent spent waiting on a customer to respond to each message? Telling me the Time to Full Resolution isn't very useful for volume/staffing questions if I don't know how much idle time each Agent spends waiting on customer responses.Ex: Time to Full Resolution is 20 minutes, so I should expect Agents to solve 3 tickets per hour. The reality, as shown by manually evaluating chat transcripts, is that Agents spend 15 minutes waiting on customer responses during each ticket, and only 5 minutes actually working on a ticket. So an Agent's hourly ticket capacity is actually 12, not 3.How do I work around this deficiency in Explore?

Looking to see if anyone has found a way to increase the vertical spacing of the messaging requester icon. I can see how to adjust the messaging window, but the chat icon is overlaying our website/mobile web footer design. 

Hi,Part of the key performance indicators of our agents is the acceptance rate, which directly impacts their monthly bonus. However, there we are getting a lot of reports that agents keep on getting missed assignments saying that a chat was not assigned to them or sometimes they are saying that the chat was only assigned to them for approximately 5 secs but its just disappeared. Is there a way for me to validate this as chat events won't show that this was assigned to the agent and explore only tells me that it was missed? It's basically their word vs what is in Zendesk but incomplete. 

Hi!Is there a way to calculate time agent spend in chat? We have duration of each chat, but it includes time for user to reply. Also agent can be assigned to several chats at the same time, so just adding total duration is wrong way to calculate this metric.