Enabling messaging for migrating accounts

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  • Clik Rogan


    In regards to Social Channels - when initially enabling Messaging (not converting web widgets to SDK at this stage) will this impact our social channels? Or will we have the ability to toggle the functionality on/off? 
    If it will change the state of our social channels, do we know exactly what the behavior will be?

    I am currently completing a test by plugging in a staging website into our production agent workspace but do not want to impact the 19 other brands we have connected to Social channels. 

    Any advice? Also - Starting a trial account to test this is not ideal and I do have an understanding that at this stage the compatibility of testing this in the sandbox is not there. 

    Any help would be great! =] 

  • Daniel Aron
    Zendesk Product Manager

    Hi Clik, yes enabling the messaging beta (even without converting the web widget to the messaging web sdk) will impact your social messaging channels - Answer Bot will become the first responder. There is no way to toggle Answer Bot by channel currently. You can learn more about it here. Please note however that we are working on disabling Answer Bot for social channels so this impact will be removed in the next couple of weeks. My advice would be to wait until this change goes out before enabling messaging.

  • Yen Tran

    Can I segment people by URL for every flow of chat?


  • Ingrid R.
    Zendesk Customer Care

    Hi Yen,

    You can use brands as a way to segment how your end-users can get in touch with different aspects of your business, and create a specific flow for each.

    You've to be on the Suite plan or on the Zendesk Support Enterprise plan to have multiple brands in your account. Once you do, Flow Builder is activated on every one of those brands. Each brand has a separate default flow that can be configured independently.

    Hope it makes sense to you. Let us know if you have more questions about it.


    Ingrid R. | Technical Support Engineer - EMEA | Zendesk Certified Support Admin & Guide Specialist Zendesk Certified Support Admin

  • Hubert FISSELIER

    Is it possible to disable AnswerBot on Zendesk messaging ? Can we integrate an third party bot with ZD Messaging ?



  • Juraj Jarmek

    Hello @...,

    Hope you saw my reply to your other post for the same question, but I'll repeat it just to be sure.

    With Zendesk Messaging and Flow Builder, we cannot use external bots.

    You would need to use Answer Bot because the integration is built around it.

  • Hubert FISSELIER

    Thanks @... for your answer. I will continue with the older web chat.

  • CJ Johnson

      "For example, you can create a group of agents who handle specific channels, such as messaging" 

    How can I do this? There's nothing in group settings that allows you to use a group to restrict access to tickets based on type. Would I have to change every other group to not use a specific channel? 

  • CJ Johnson

    It would be extremely helpful if Zendesk published an article on how to Enable Messaging on an existing account, with the steps in the logical order one needs. For instance, this article doesn't tell me how to set up the groups for routing, which I imagine I need to do BEFORE I switch it on. I also probably don't want to switch it on, before I have set up Flows. At what point in setup should I disable chat triggers that fire before the agent joins, as apparently that's not supported? If I do it after will it break things?  There's no set of steps to easily follow to get from an active account on chat, to Messaging. This is helpful, but doesn't actually give me anywhere near enough information to know how to successfully swap over from Chat seamlessly. 

  • Aimee Spanier
    Zendesk Documentation Team

    CJ Johnson:

    You may find the following articles useful:

    Migrating from live chat to Zendesk messaging

    Resources for migrating from live chat to Zendesk messaging

    There is a lot of overlapping information in these articles, so start with whichever appeals to your learning style. Hope this helps!

  • Murray

    Hi all

    I am trying to establish how messaging works in terms of routing in the below scenario.

    Customer comes through to an agent who then responds, after a few minutes of no response there is no customer reply (for Whatsapp for example they may be out doing things), therefore would the agent mark the ticket as pending awaiting reply? When the customer replies does it only notify the assigned agent who can then pick up the reply? If they are offline what would happen?

    We see messaging as a near real time channel but giving customers the flexibility to respond when they can, therefore it wouldn't be feasible for an agent to keep potentially 10 tabs open waiting on replies.


  • Brenda Cardinez

    Hi there,

    Thank you!

  • Jeremy Watkin

    If a customer sends us a message and we don't message them back until much later, is the customer required check back on our website? Or do we need to move the conversation to email or perhaps create a trigger to notify the customer that we've responded? Is there a best practice you can point me to?

  • Blanca

    Hi there Jeremy,

    Thank you for reaching out. May I ask what channel the initial contact from the customer was? When you mentioned "they sent you a message", was it thru WhatsApp, SMS or was it social media or website's contact form? As it depends on how was the initial contact?

    Nevertheless, any initial inquiry should create a Zendesk ticket as long as a trigger is set up based on the channel and default trigger of notifying requester of new request or inquiry is enabled. Please see The Support default triggers for further reading.

    Blanca | Customer Advocate

    Chat with our live support!



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