Zendesk Messaging - continuous conversations - Customization of Message and Email needed

Hi Shayan,

Thank you for the detailed feedback. 

We already set up 'Offline Messages" within flow-builder and this feature adds another Offline message on top of it, without allowing us to customize what message is sent.

If you have already setup a flow to capture end-user's email and set expectation, you can disable this message from Chat >Settings > Chat Triggers > Request Email for Continuous Conversations. This will stop sending the additional message on top of your existing configured one. 

Customizing the Email sent to the customer is also highly important, because ideally we want to drag the customer back onto our site to chat with us. Without the ability to include a link to the site where the Web Widget was on, the experience for our customers is not fluid and consistent. And most customers will be inclined to answer via Email instead of being drawn back to the Messaging experience

We have considered adding a link back to the website. Can your users access the widget directly on the website or is it available only on login ? 

Also, topic comes from the ticket subject. If the agents update the ticket subject, the email notification will have carry that subject. 

[Shoe La la] is the name of the brand you have setup. Having said that, I do understand the need to customize the email contents. With text, are you referring to this line - You have two messages from Alex Smith. To continue the conversation, you can respond on this email or return to the website?

- Prakruti

Hello Prakruti,

Thank you for your detailed answer. 

If you have already setup a flow to capture end-user's email and set expectation, you can disable this message from Chat >Settings > Chat Triggers > Request Email for Continuous Conversations. This will stop sending the additional message on top of your existing configured one. 

Oh this actually does help a lot, I thought disabling this trigger would disable the entire continues conversation feature. Thank you.

We have considered adding a link back to the website. Can your users access the widget directly on the website or is it available only on login ? 

[Shoe La la] is the name of the brand you have setup. Having said that, I do understand the need to customize the email contents. With text, are you referring to this line - You have two messages from Alex Smith. To continue the conversation, you can respond on this email or return to the website?

A link to the website would already help to re-capture users, however ideally this would be  customizeable, as our Chat widget is at the moment only embedded into our help center, not directly on our main page.

In terms of customization, I believe the ideal free form solution scenario would be to just have the messaging layout as a placeholder in Email notifications via a standard trigger:

Something like {{ticket.messagingHistory.2}} could then be used in Emails sent via a Trigger

This would allow us to setup individual links and triggers depending on the type of brand or ticket we have. (For example chinese customers at the moment have a separate Web Widget and access our site from a separate website link).

By having a placeholder with the messaging history, we would be able to customize 1) When messages are sent as emails, for example this could work with "solved" Tickets as well, as we would define the Trigger condition 2) What type of Tickets receive which kind of messages and links 3) Overall formatting

@shayan11 - Some great ideas!

Out if interest, when you disabled the Chat trigger for continuous conversations, did the actual feature (continuous conversations) still work as expected?

We also really need to be able to customize the email that goes out for continuous conversations. Right now our "brand" name is an internal term. So when this email says to log into "your brand name" to continue the conversation, this makes no sense to our end users. We want the email just to say "Reply to this email to continue the conversation."

Hi Team Zendesk. Can you please specify what do we do to replace this native trigger and setting with our own, one that we can customize?
We need a list of all the actions the settings toggle and conducts behind the scenes. 

We would also request that the Continuous Conversations message be customizable. 
The message states that "We're offline" but that is not necessarily how we would want to deliver this message to our customer, and it additionally may make sense in some other situations for this trigger to fire - even when we are not fully "offline" 

Additionally, we would request that the Continuous Conversations message be updated to the ticket as well.   All other bot messages appear in the ticket, however this one does not.   For an agent reviewing or needing to action on a Chat / Messaging ticket, it would be beneficial for them to see that we have informed the customer that we will be replying via email - so that 'email' is chosen as the reply method. 

we would also like to see the message sent to the customer be updated. the we're offline actually seems a little blunt (would love to soften that message and make it more customer friendly) and because of the way our messaging flow is set up it is confusing as well. We just let them know we are not available then the bot comes in and says the same thing. Because we can't edit the message I can't use this feature at this point which is too bad since it seems like a great feature.

Wir stehen gerade vor der exakt gleichen Herausforderung. Wir würden gerne das Widget sowohl im HelpCenter als auch auf unserer Website sowie Plattform einbetten - solange es allerdings nicht möglich ist, die Nachricht “Wir sind offline” anzupassen (nicht kundenfreundlich) sowie die E-Mail zu bearbeiten (Signatur ergänzen, Link zurück zum Widget), erachte ich das Widget als keine sinnvolle Ergänzung für ein gutes Kundenerlebnis.