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Messaging configuration

  • May 30, 2026
  • 4 replies
  • 97 views
reymags

Hello,

We’re trying to activate Zendesk Messaging with an AI Agent on our web widget, but we’re having trouble getting the handoff to a live agent to work.

The AI Agent responds to customer questions correctly, and the “Talk to a human” option appears. When we test it, the bot asks for the customer’s name and email, then shows a message saying it is passing the conversation to our support team.

However, no ticket seems to be created, and no new conversation appears for a live agent to take over.

Here’s what we currently have set up:

  • Messaging is enabled on the web widget
  • AI Agent is responding in the widget
  • Escalation is set to “Create a ticket” during business hours and outside business hours
  • The customer is asked to provide their name and email
  • After submitting the details, the bot says it is handing off the conversation
  • No ticket or live chat notification appears in Agent Workspace

Has anyone run into this issue before? Are there specific routing, trigger, omnichannel routing, or messaging settings we need to enable so the AI Agent can properly hand off the conversation to a live support rep?

Any guidance would be appreciated. Thank you!

Best answer by Brandon Tidd

Hey ​@reymags -

The first thing I’d check is your view conditions.  Oftentimes, legacy views are segmented by group or channel, unintentionally carving a path around the new tickets.  They’re most likely hiding in your instance vs not being created.  Two ways to test this.  1) search for the requester email that’s opening the request. 2) create a net new ‘all unsolved tickets’ view that’s minimally restricted.  If you don’t find the requests using either of those tricks, definitely raise a support ticket as that is most certainly not expected behavior.

Less likely: None of your agents are permissioned to handle messaging conversations; You’re testing in the work flow in the Admin Center preview opposed to a live widget - the former might not create tickets.

Hope this helps!

Brandon

CX Ops Specialist | Zendesk learner building smarter support workflows

    4 replies

    Brandon Tidd
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    • Brandon Tidd
    • User Group Leader
    • Answer
    • June 2, 2026

    Hey ​@reymags -

    The first thing I’d check is your view conditions.  Oftentimes, legacy views are segmented by group or channel, unintentionally carving a path around the new tickets.  They’re most likely hiding in your instance vs not being created.  Two ways to test this.  1) search for the requester email that’s opening the request. 2) create a net new ‘all unsolved tickets’ view that’s minimally restricted.  If you don’t find the requests using either of those tricks, definitely raise a support ticket as that is most certainly not expected behavior.

    Less likely: None of your agents are permissioned to handle messaging conversations; You’re testing in the work flow in the Admin Center preview opposed to a live widget - the former might not create tickets.

    Hope this helps!

    Brandon

    Brandon Tidd, Zendesk Guru
      reymags
      • reymags
      • Author
      • Newcomer
      • June 5, 2026

      Thanks, Brandon. I tried the steps you suggested, but unfortunately, none of them seem to be working so far.

      I searched using the requester email, checked the requester profile, and also created a new “all unsolved tickets” view with minimal restrictions, but the test conversations still do not appear. I also confirmed that I’m testing from the live widget and not the Admin Center preview, and the agent is eligible for messaging.

      I also tried troubleshooting this with Admin Copilot. After checking from a different angle, it confirmed that everything appears to be set up correctly on our end:

      • “Forward to agent” is the last step in the AI Agent flow
      • The messaging group exists and includes Me
      • Omnichannel routing is on with messaging capacity
      • The Web Widget is connected to the Advanced AI Agent
      • Agents are online during testing

      The confusing part is that the AI Agent reporting shows the conversations as escalated, but no ticket or live-agent conversation appears in Agent Workspace.

      Admin Copilot’s conclusion was that we’ve exhausted what can be diagnosed and fixed from the admin configuration side, and that the issue may be happening inside the Advanced AI Agent platform itself, which requires Zendesk Support to investigate directly.

      I already reached out to Zendesk Support before, but it looks like I’ll need to contact them again and ask them to escalate this further.

      CX Ops Specialist | Zendesk learner building smarter support workflows
      Brandon Tidd
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      • Brandon Tidd
      • User Group Leader
      • June 8, 2026

      Ah - you’ve said something critical, you are operating inside of the Advanced AI Agent platform.  That changes my diagnosis. This product is currently in transition, so it depends on when you activated your agent.  If it was before March 10th, 2026 - you’ll need to follow the first set of instructions here.  

      If it was more recent, you may just have to wait until the updated rollout finishes at the end of this week - June 12th, 2026.  Keep us posted!

      Brandon Tidd, Zendesk Guru
        Alejandra L.
        • Alejandra L.Community Manager
        • Community Manager
        • June 10, 2026

        Always so helpful ​@Brandon Tidd ! Thanks! 🫶

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