when the customer finishes one chat and tries to start new chat it doesnt group conversations . what i mean is new chat is shown with all prev chat texts in the top. its not opening like a new conversation. is there some setting that needs to be updated for it to group like how i see in this chat multiple conversations and clicking on each brings that one
Question
web widget messenger api
clicking on each brings up those individual conversations
in my end, when the widget is opened the conversations continue in a single window
any update on this one please?
- Employee
Hi Tina!
Apologies for the delay. So what you're referring to is actually known as multi-party conversations which is a feature exclusively for Sunshine Conversations at the moment. You can learn more about that here. The linked announcement article does include information pertaining to how to get access to the feature with in Sunshine Conversations and a getting started guide.
Hope this helps!
Erica
Apologies for the delay. So what you're referring to is actually known as multi-party conversations which is a feature exclusively for Sunshine Conversations at the moment. You can learn more about that here. The linked announcement article does include information pertaining to how to get access to the feature with in Sunshine Conversations and a getting started guide.
Hope this helps!
Erica
So to get chats as the Zendesk bot chats with new conversation green button i need sunshine conversations?
any help in this appreciated!
- Employee
Hi Tina!
Yes that's correct. This feature is unique to the Sunshine Conversation Platform.
Yes that's correct. This feature is unique to the Sunshine Conversation Platform.
What a way to extort more money from us... Another $500/month for a feature that should already be part of the system...
- Employee
Hi Nick,
I definitely understand your frustration. We do recognize this as an essential feature and therefore multi-conversations is on the roadmap for Messaging as a whole. Unfortunately, currently the only way to achieve this is with Sunshine Conversations.
Best,
Erica
I definitely understand your frustration. We do recognize this as an essential feature and therefore multi-conversations is on the roadmap for Messaging as a whole. Unfortunately, currently the only way to achieve this is with Sunshine Conversations.
Best,
Erica
- Employee
Hi everyone,
We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Wednesday, September 20, 2023, at 11 AM CDT, for our PM Roundtable on Messaging End-user Experience. It’ll be an open discussion on what is and isn’t working for you in this focus area of Zendesk. So please bring those questions, concerns and feedback because we want to hear from you! The link to register can be found here, we’d love to see you all there.
Best regards,
Onur
- Employee
Thank you so much for providing feedback on this area! We want to note that this feedback has been logged.
In case you missed it, we wanted to make sure you saw the recording and event follow up from our most recent PM Roundtable. Please find the deck, recording, and follow up article. Thank you again for your feedback!
There is a Support API and a Chat API. How do we get IP address and country/location for chats now routed through Messenger?
Can you point me to the dev resource please.
- Employee
Hi Gary!
Have you tried looking at the Ticket Audits API? You're able to view ticket metadata at each ticket update.
Have you tried looking at the Ticket Audits API? You're able to view ticket metadata at each ticket update.
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The conversation history persisting is an expected behavior with the Messaging feature. The goal is to maintain seamless correspondence with your customers without them needing to re-share info or a loss of progress due to disconnect. Basically to resemble a natural conversation you would have with someone in person.
I'm not sure I understand exactly what you mean by grouping the conversations. Would you be able to share more information about what you're trying to achieve? Or screenshots if this is something you've seen done before?
Best,
Erica - Senior Dev Advocate