Setting up the end-user experience for messaging

<div class="col-md-9">
<div class="body">
<p class="p">
When you migrate to messaging, your end users are migrating
as well. Take time to plan how you want customers to experience
messaging.
</p>
<p class="p">
You are likely using live chat configuration options that
have equivalent options in messaging. There are also options
in messaging that are unavailable in Chat.
</p>
<div class="p">
Use this article as a high-level walkthrough of the main
customer-facing settings to
review during migration.
<div class="note">
<span class="notetitle">Note:</span> If you went through
the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9435865466906" target="_blank">assisted migration experience</a>,
some of the options
described below may have already been migrated to Admin
Center.
</div>
</div>
<p class="p">This article includes the following topics:</p>
<ul class="ul" id="topic_setting_up_the_end_user_experience__ul_article_topics">
<li class="li">
<a class="xref" href="#topic_step_1_setting_up_your_messaging_channel">Step 1: Setting up your messaging channel</a>
</li>
<li class="li">
<a class="xref" href="#topic_step_2_configuring_greetings_and_customer_data_capture">Step 2: Configuring greetings and customer data capture</a>
</li>
<li class="li">
<a class="xref" href="#topic_step_3_showing_wait_time_and_queue_updates">Step 3: Showing wait time and queue updates</a>
</li>
<li class="li">
<a class="xref" href="#topic_step_4_planning_for_outside_business_hours">Step 4: Planning for outside of business hours</a>
</li>
<li class="li">
<a class="xref" href="#topic_step_5_configuring_csat">Step 5: Configuring CSAT</a>
</li>
<li class="li">
<a class="xref" href="#topic_additional_considerations">Additional considerations</a>
</li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic_setting_up_the_end_user_experience__ul_related_articles">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10893167999130" target="_blank">Overview of the migration workflow</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500737327258" target="_blank">Configuring messaging responses and business hours</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7178617945498" target="_blank">Viewing and configuring Web Widget settings</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_comparing_live_chat_and_messaging_options">
<h2 class="title topictitle2" id="ariaid-title2">
Comparing live chat and messaging end-user experience options
</h2>
<div class="body">
<p class="p">
The following table maps common Chat configuration options
to their equivalents in messaging settings.
</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_comparing_live_chat_and_messaging_options__table_chat_to_messaging_options" rules="all" summary="" style="margin-left: 0px; margin-right: auto;">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d79e191" style="vertical-align: top;">Live chat configuration</th>
<th class="entry cell-norowborder" id="d79e194" style="vertical-align: top;">Messaging configuration</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e191" style="vertical-align: top;">Pre-chat form</td>
<td class="entry cell-norowborder" headers="d79e194" style="vertical-align: top;">
<p class="p" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690-About-AI-agents" target="_blank">AI agent</a>
or
</p>
<p class="p" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500737327258-Configuring-messaging-responses-and-business-hours-Legacy#topic_kzg_ync_gnb" target="_blank">Collecting customer details
in the basic messaging response</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e191" style="vertical-align: top;">Offline form or web form for outside of business hours</td>
<td class="entry cell-norowborder" headers="d79e194" style="vertical-align: top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11033533612954" target="_blank">Migrating Chat operating hours to
business hours in messaging</a>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e191" style="vertical-align: top;">Branding on SDKs</td>
<td class="entry cell-norowborder" headers="d79e194" style="vertical-align: top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7178617945498-Viewing-and-configuring-Web-Widget-settings" target="_blank">Viewing and configuring Web
Widget settings</a>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e191" style="vertical-align: top;">Queue position</td>
<td class="entry cell-norowborder" headers="d79e194" style="vertical-align: top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8945071149210-Displaying-wait-time-estimates-in-messaging-conversations" target="_blank">Estimated wait time and queue position</a>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e191" style="vertical-align: top;">Proactive messaging using Chat triggers</td>
<td class="entry cell-norowborder" headers="d79e194" style="vertical-align: top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5381304334234-About-proactive-messages" target="_blank">Proactive messaging</a>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e191" style="vertical-align: top;">Authentication</td>
<td class="entry cell-norowborder" headers="d79e194" style="vertical-align: top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4411666638746-Setting-up-user-authentication-for-messaging" target="_blank">Setting up authentication for messaging</a>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e191" style="vertical-align: top;">Web or Mobile SDKs</td>
<td class="entry cell-norowborder" headers="d79e194" style="vertical-align: top;">
<a class="xref" href="https://developer.zendesk.com/api-reference/widget-messaging/web/core/" target="_blank">API reference for web and mobile SDK</a>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d79e191" style="vertical-align: top;">Chat Conversation APIs</td>
<td class="entry cellrowborder" headers="d79e194" style="vertical-align: top;">
<a class="xref" href="https://docs.smooch.io/guide/switchboard/" target="_blank">SunCo Switchboard APIs</a>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_step_1_setting_up_your_messaging_channel">
<h2 class="title topictitle2" id="ariaid-title3">Step 1: Setting up your messaging channel</h2>
<div class="body">
<p class="p">
After you’ve migrated your account from Chat to messaging,
you’ll need to set up your Web Widget or mobile SDK channel.
You can configure the channel settings that affect the
customer experience, such as branding, responses, wait
time, authentication, and installation.
</p>
<p class="p">
Set up and manage these settings for both Web Widget
and mobile SDK channels on the Messaging settings page
in Admin Center:
</p>
<ul class="ul" id="topic_step_1_setting_up_your_messaging_channel__ul_messaging_settings_page">
<li class="li">
<strong class="ph b">Brands</strong> connected to
your messaging channels
</li>
<li class="li">
<strong class="ph b">Advanced settings</strong>:
<ul class="ul" id="topic_step_1_setting_up_your_messaging_channel__ul_advanced_settings">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408818625690" target="_blank">Downloading transcripts</a>,
to allow end users to download conversation
transcripts
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8008427696410-Allowing-multiple-conversations-for-your-end-users" target="_blank">Multi-conversations</a>,
to allow customers to conduct multiple messaging
conversations
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043034053658" target="_blank">Capacity release</a>,
to define how agent capacity is managed and
conversation reminders are sent
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">Ending sessions</a>,
to allow users to end messaging sessions
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4411666638746-Understanding-and-setting-up-user-authentication-for-messaging#topic_it5_52r_1bc" target="_blank">Email identities</a>,
to allow end users to use email addresses
to identify themselves
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5514406080538-About-Sunshine-Conversations-in-Zendesk-Suite#topic_fwd_ylm_y1c" target="_blank">Conversation control</a>,
to manage how conversations are handled when
resolved
</li>
<li class="li">
AI agent conversations as tickets in Agent
Workspace, to allow human agents to see conversations
between end users and AI agents in Agent
Workspace
</li>
</ul>
</li>
</ul>
<p class="p">
<strong class="ph b">Note:</strong> If you used the migration
wizard to initiate your move to messaging, an embeddable
Web Widget or mobile SDK channel appears in the Messaging
channels list.
</p>
<p class="p">
Configure these
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7178617945498-Viewing-and-configuring-Web-Widget-settings" target="_blank"><strong class="ph b">Web Widget settings</strong></a>
by clicking the name of the Web Widget on the Channels
page in Admin Center:
</p>
<ul class="ul" id="topic_step_1_setting_up_your_messaging_channel__ul_web_widget_settings">
<li class="li">
<strong class="ph b">Basics</strong>: Web Widget
name, channel linking, and privacy notice
</li>
<li class="li">
<strong class="ph b">Style</strong>: Web Widget appearance,
including colors, logo, widget position, attachment
permissions, launcher shape, and text
</li>
<li class="li">
<strong class="ph b">Responses</strong>: Default
messaging responses for customers. See
<a class="xref" href="#topic_step_2_configuring_greetings_and_customer_data_capture">Step 2</a>.
</li>
<li class="li">
<strong class="ph b">Wait time</strong>: Display
how long end users may wait for agent assistance
</li>
<li class="li">
<strong class="ph b">Authentication</strong>: Security
settings for authenticated and unauthenticated visitors
</li>
<li class="li">
<strong class="ph b">Installation</strong>: Code
snippet and help center embed
</li>
</ul>
<p class="p">
Configure these
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834810394" target="_blank">mobile channel settings</a>
by clicking the name of the mobile channel on the Channels
page in Admin Center:
</p>
<ul class="ul" id="topic_step_1_setting_up_your_messaging_channel__ul_mobile_channel_settings">
<li class="li">
<strong class="ph b">Basics</strong>: Channel name
</li>
<li class="li">
<strong class="ph b">Style</strong>: Channel appearance,
including colors, title, and description
</li>
<li class="li">
<strong class="ph b">Responses</strong>: Business
hours, default messaging response, and AI agent
activation. See
<a class="xref" href="#topic_step_2_configuring_greetings_and_customer_data_capture">Step 2</a>.
</li>
<li class="li">
<strong class="ph b">Notifications</strong>: Push
notification settings
</li>
<li class="li">
<strong class="ph b">Authentication</strong>: Security
settings for authenticated and unauthenticated users
</li>
<li class="li">
<strong class="ph b">Installation</strong>: Channel
ID and help center embed
</li>
</ul>
<p class="p">For more information, see:</p>
<ul class="ul" id="topic_step_1_setting_up_your_messaging_channel__ul_step_1_more_info">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7178617945498" target="_blank">Viewing and configuring Web Widget settings</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834810394" target="_blank">Configuring mobile channel settings</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_step_2_configuring_greetings_and_customer_data_capture">
<h2 class="title topictitle2" id="ariaid-title4">Step 2: Configuring greetings and customer data capture</h2>
<div class="body">
<p class="p">
Your customers’ first interaction with your messaging
channel is defined in the Responses settings for the
Web Widget or mobile channel.
</p>
<p class="p">
Use these settings to greet customers, set expectations,
and collect basic information before an agent joins the
conversation.
</p>
<p class="p">
You can also use messaging triggers to send queue-related
messages, such as:
</p>
<ul class="ul" id="topic_step_2_configuring_greetings_and_customer_data_capture__ul_queue_related_messages">
<li class="li">A confirmation that the request was received</li>
<li class="li">An update when the customer is assigned to an agent</li>
</ul>
<p class="p">
Similarly, if you use AI agents, you can also capture
customer details such as name
and email before the conversation is handed off.
</p>
<p class="p">For more information, see:</p>
<ul class="ul" id="topic_step_2_configuring_greetings_and_customer_data_capture__ul_step_2_more_info">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500737327258" target="_blank">Configuring messaging responses and business hours</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8774095741466" target="_blank">Customizing the standard responses for an AI agent for messaging</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_step_3_showing_wait_time_and_queue_updates">
<h2 class="title topictitle2" id="ariaid-title5">Step 3: Showing wait time and queue updates</h2>
<div class="body">
<p class="p">
Estimated wait time and queue position can help customers
understand when they can expect agent assistance. This
can improve the messaging experience, especially during
busy periods.
</p>
<p class="p">
If you use Sunshine Conversations SDKs, you can also
send wait time updates with messaging triggers.
</p>
<p class="p">For more information, see:</p>
<ul class="ul" id="topic_step_3_showing_wait_time_and_queue_updates__ul_step_3_more_info">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8945071149210" target="_blank">Displaying wait time estimates in messaging conversations</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_step_4_planning_for_outside_business_hours">
<h2 class="title topictitle2" id="ariaid-title6">Step 4: Planning for outside of business hours</h2>
<div class="body">
<p class="p">
Decide how messaging should behave when customers contact
you outside of business hours. For example, you can send
an automatic response, collect customer information,
or direct customers to self-service resources.
</p>
<p class="p">For more information, see:</p>
<ul class="ul" id="topic_step_4_planning_for_outside_business_hours__ul_step_4_more_info">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11033533612954" target="_blank">Migrating Chat operating hours to business
hours in messaging</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500737327258" target="_blank">Configuring messaging responses and business hours</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_step_5_configuring_csat">
<h2 class="title topictitle2" id="ariaid-title7">Step 5: Configuring CSAT</h2>
<div class="body">
<p class="p">
Messaging supports a more flexible CSAT experience than
Chat. You can choose when to send the survey and align
it with your messaging workflow.
</p>
<p class="p">
In most cases, it’s best to send CSAT when the ticket
is resolved.
</p>
<p class="p">For more information, see:</p>
<ul class="ul" id="topic_step_5_configuring_csat__ul_step_5_more_info">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886173338" target="_blank">About the CSAT user experience for email and messaging</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7689997846554" target="_blank">Sending a CSAT survey to your customers</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_additional_considerations">
<h2 class="title topictitle2" id="ariaid-title8">Additional considerations</h2>
<div class="body">
<p class="p">
Depending on your current Chat setup, you may also need
to review:
</p>
<ul class="ul" id="topic_additional_considerations__ul_additional_considerations">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5381304334234" target="_blank">Proactive messaging</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4411666638746" target="_blank">Setting up user authentication for messaging</a>
</li>
<li class="li">
<a class="xref" href="https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/web/voice-messaging-qs/" target="_blank">Voice messaging SDK documentation</a>
</li>
</ul>
</div>
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