How migrating to messaging impacts Chat settings and capabilities

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<p id="docs-hc-snippet" style="display: none;">When you migrate from Zendesk Chat to messaging, a number of changes are made to your Zendesk Chat functionality.</p>
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<p class="p" dir="ltr">When you migrate from Zendesk Chat to messaging, a number of changes are made
to your Zendesk Chat functionality. </p>
<p class="p">Administrators must make sure they perform the tasks described in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832031898" target="_blank">Setting up Web Widget for messaging when using live chat and Web
Widget (Classic)</a>, in addition to any tasks described in this article.</p>
<p class="p" dir="ltr">This article discusses the following topics and areas impacted when messaging
is enabled:</p>
<ul class="ul" id="topic_isl_lkm_jnb__ul_ibf_skm_jnb">
<li class="li" dir="ltr"><a class="xref" href="#topic_mbc_ks4_jnb">Agent Workspace</a></li>
<li class="li"><a class="xref" href="#topic_tqs_tkm_jnb">Chat dashboard</a></li>
<li class="li"><a class="xref" href="#topic_g2b_5km_jnb">Chat triggers</a></li>
<li class="li"><a class="xref" href="#topic_wrf_5km_jnb">Chat routing</a></li>
<li class="li"><a class="xref" href="#topic_hmk_5km_jnb">Chat reporting</a></li>
<li class="li"><a class="xref" href="#topic_phf_hzc_g4b">Chat Conversation APIs</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_mbc_ks4_jnb">
<h2 class="title topictitle2" id="ariaid-title2">Agent Workspace</h2>
<div class="body">
<p class="p">In the Agent Workspace, messaging creates a well-integrated UI for your agents, with
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821805338-Limitations-in-the-Zendesk-Agent-Workspace#topic_u4c_wzp_wnb" target="_blank">fewer limitations than Zendesk Chat</a>. </p>
<p class="p" dir="ltr">If your account supports a high volume of chats or has a large number of
chat-only agents, check with your Zendesk account representative before migrating to
the Zendesk Agent Workspace. For best performance, follow these guidelines:</p>
<ul class="ul" id="topic_mbc_ks4_jnb__ul_mlj_ls4_jnb">
<li class="li" dir="ltr"> Do not exceed 1,300 online Chat agents actively serving chats. If
necessary, you can have up to 2,000 Chat agents actively serving chats, but you
will need to reduce the number of concurrent chats served on your account to
prevent potential performance degradation.</li>
<li class="li" dir="ltr"> No more than 8,000 concurrent conversations/with 200,000 total
conversations per day. </li>
<li class="li" dir="ltr"> No more than 6,000 concurrent visitors with 300,000 total visitors
per day </li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_tqs_tkm_jnb">
<h2 class="title topictitle2" id="ariaid-title3">Chat dashboard </h2>
<div class="body">
<div class="p">
<div class="div">Most of the features managed in the Chat dashboard have equivalent management
pages in Admin Center, or elsewhere in the Zendesk UI.</div>
<div class="div">The following table lists the functionality areas in the Chat dashboard, and
where management of comparable messaging functionality is located.
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_tqs_tkm_jnb__table_z1b_qlm_jnb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 1. </span></span></caption>
<colgroup>
<col style="width:37.03703703703704%">
<col style="width:62.962962962962955%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d48e132">
<p class="p">Menu group in Chat dashboard</p>
</th>
<th class="entry cellrowborder" id="d48e138">Messaging functionality or feature and location</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Visitors &gt; Simulate chat</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<p class="p"><strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835784602" target="_blank">Testing the end
user's messaging experience</a></strong></p>
<div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_zld_bdc_52c">
<li class="li">
<strong class="ph b">Admin Center &gt; Channels &gt; Messaging and
social &gt; Messaging</strong> &gt; <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835784602" target="_blank">Test it now</a>
button in channel preview.</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Visitors &gt; Ban visitor</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<p class="p"><strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009733465370" target="_blank">Suspending
users</a></strong></p>
<ul class="ul" id="topic_tqs_tkm_jnb__ul_qgw_bdc_52c">
<li class="li">
<strong class="ph b">Admin Center &gt; Channels &gt; People &gt; Team &gt; Roles
</strong> (managing roles to allow user suspension)</li>
<li class="li">
<strong class="ph b">Ticket UI</strong> or <strong class="ph b">User profile</strong> (suspending
a messaging user) </li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">History</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882039450" target="_blank">Viewing user
history</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_asn_gdc_52c">
<li class="li">
<strong class="ph b">Agent Workspace</strong>: Agent dashboard, custom
views, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829170458" target="_blank">customer
context</a>
</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132">
<p class="p"><strong class="ph b">Analytics</strong></p>
</td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b">Monitoring <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6847708774554" target="_blank">AI agent
activity</a> and suggesting improvements</strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_kll_n2c_52c">
<li class="li">
<strong class="ph b">Admin Center &gt; AI &gt; AI agents &gt; AI agents</strong>
&gt; Insights dashboard in AI agent's page.</li>
</ul>
</div>
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746" target="_blank">Monitoring live agent
activity</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_ed4_v2c_52c">
<li class="li">Explore dashboard</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Monitor</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746" target="_blank">Monitoring live agent
activity</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_qj3_cfc_52c">
<li class="li">Explore dashboard</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Agents</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843830938" target="_blank">Viewing and managing
agents</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_vmb_qfc_52c">
<li class="li"><strong class="ph b">Admin Center &gt; People &gt; Team &gt; Team
members</strong></li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132">
<strong class="ph b">Settings &gt; Departments</strong>
</td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831652890" target="_blank">Viewing and managing
groups</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_uh4_3fc_52c">
<li class="li"><strong class="ph b">Admin Center &gt; People &gt; Team &gt;
Groups</strong></li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Roles</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">Viewing and managing
roles</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_lsv_vfc_52c">
<li class="li"><strong class="ph b">Admin Center &gt; People &gt; Team &gt; Roles</strong></li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Routing &gt; Settings tab</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4828787357210" target="_blank">Omnichannel
routing</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_pzv_jgc_52c">
<li class="li"><strong class="ph b">Admin Center &gt; Objects and rules &gt;
Omnichannel routing &gt; Routing
configuration</strong></li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Routing &gt; Skills tab</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<p class="p"><strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826" target="_blank">Routing tickets
based on agent skills</a></strong></p>
<div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_ntp_4gc_52c">
<li class="li"><strong class="ph b">Admin Center &gt; Objects and rules &gt; Business
rules &gt; Skills</strong></li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Shortcuts</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034" target="_blank">Macros</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_kjr_hhc_52c">
<li class="li"><strong class="ph b">Admin Center &gt; Workspaces &gt; Agent tools &gt;
Macros</strong></li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Banned</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009733465370" target="_blank">Viewing and managing
banned users</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_xft_4hc_52c">
<li class="li">
<strong class="ph b">Agent Workspace</strong>: Customers &gt; Suspended
users</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Triggers</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5973077601562" target="_blank">Messaging
triggers</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_vnl_zhc_52c">
<li class="li"><strong class="ph b">Admin Center &gt; Objects and rules &gt; Messaging
triggers</strong></li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Goals</strong></td>
<td class="entry cellrowborder" headers="d48e138">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Widget</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832031898" target="_blank">Creating a messaging
Web Widget </a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_chk_n3c_52c">
<li class="li"><strong class="ph b">Admin Center &gt; Channels &gt; Messaging and
social &gt; Messaging</strong></li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Personal</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835022490" target="_blank">Viewing and editing
your user profile</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_n11_z3c_52c">
<li class="li">
<strong class="ph b">Zendesk Support</strong>: Click profile icon</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Account &gt; Subscription</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834640666" target="_blank"><strong class="ph b">Viewing and managing
plan subscriptions</strong>
</a><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_unw_ljc_52c">
<li class="li"><strong class="ph b">Admin Center &gt; Account &gt; Billing &gt;
Subscription</strong></li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Account &gt; Zendesk Support</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408818625690" target="_blank">Managing messaging
transcript visibility</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_dw5_3kc_52c">
<li class="li"><strong class="ph b">Admin Center &gt; Objects and rules &gt; Tickets &gt;
Settings</strong></li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Account &gt; SLAs</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829459866" target="_blank">SLA
policies</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_vbl_qkc_52c">
<li class="li"><strong class="ph b">Admin Center &gt; Objects and Rules &gt; Business
rules &gt; Service level agreements</strong></li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Account &gt; APIs and SDKs</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834810394" target="_blank">Messaging in your
mobile channel</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_if3_dmc_52c">
<li class="li"><strong class="ph b">Admin Center &gt; Channels &gt; Messaging and
social &gt; Messaging</strong></li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Account &gt; Email piping</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408818625690" target="_blank">Messaging
transcripts</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_tdl_3mc_52c">
<li class="li"><strong class="ph b">Admin Center &gt; Objects and rules &gt; Tickets &gt;
Settings</strong></li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Account &gt; Chat tags</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829424794" target="_blank">Automatic ticket
tagging</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_jnx_smc_52c">
<li class="li"><strong class="ph b">Admin Center &gt; Objects and rules &gt; Tickets &gt;
Settings</strong></li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Account &gt; File sending</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832757146" target="_blank">Allowing attachments
and configuring permissions</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_np2_2nc_52c">
<li class="li"><strong class="ph b">Admin Center &gt; Objects and rules &gt; Tickets &gt;
Settings</strong></li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Account &gt; Operating hours</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500737327258" target="_blank">Business
hours</a></strong><div class="p">
<ul class="ul">
<li class="li">
<strong class="ph b">Admin Center &gt; Channels &gt; Messaging and
social &gt; Messaging</strong> &gt; Responses section in
channel configuration</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Account &gt; Timezone</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887059866" target="_blank">Setting a time
zone</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_wcn_tnc_52c">
<li class="li"><strong class="ph b">Admin Center &gt; Account &gt; Appearance &gt;
Localization</strong></li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d48e132"><strong class="ph b">Settings &gt; Account &gt; Security</strong></td>
<td class="entry cellrowborder" headers="d48e138">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4411666638746" target="_blank">User authentication
in messaging</a></strong><div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_xzf_d4c_52c">
<li class="li"><strong class="ph b">Admin Center &gt; Account &gt; Security &gt; End user
authentication</strong></li>
</ul>
</div>
<p class="p"><strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822124314" target="_blank">Redacting credit
card numbers from tickets</a></strong></p>
<div class="p">
<ul class="ul" id="topic_tqs_tkm_jnb__ul_v5k_f4c_52c">
<li class="li">A<strong class="ph b">dmin Center &gt; Account &gt; Security &gt; More
settings </strong>&gt; Zendesk Support tab</li>
</ul>
</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_g2b_5km_jnb">
<h2 class="title topictitle2" id="ariaid-title4">Chat triggers </h2>
<div class="body">
<p class="p">If you want to apply automatic responses set up via <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408884148762" target="_blank">Chat triggers</a> to messaging conversations, you will need
to create new <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5973077601562" target="_blank">messaging triggers</a>.</p>
<p class="p">The process for setting up messaging triggers is identical as it is for Chat triggers
with the following exceptions:</p>
<div class="p">
<ul class="ul" id="topic_g2b_5km_jnb__ul_vff_gpc_52c">
<li class="li">Triggers are created and managed in <strong class="ph b">Admin Center &gt; Objects and rules &gt;
Business rules &gt; Messaging triggers</strong>, not on the Chat dashboard.</li>
<li class="li">Messaging run trigger options are: When a customer requests a conversation,
When a message is sent, When a conversation is added to the queue, When a
conversation is assigned from a queue.</li>
<li class="li">Some routing-related actions are managed with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829019162#topic_tn4_qbq_mpb" target="_blank">ticket triggers</a>.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_wrf_5km_jnb">
<h2 class="title topictitle2" id="ariaid-title5">Chat routing </h2>
<div class="body">
<p class="p">In messaging for Web Widget or mobile SDKs, when a customer requests assistance from
a live agent during a conversation, a ticket is created, and agents are notified in
the Agent Workspace that a request has been received.</p>
<p class="p">We recommend using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6249962577690" target="_blank">omnichannel routing</a> to direct messaging tickets to your
agents.</p>
<p class="p">If you choose to use simple routing for messaging tickets, it is based on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829019162" target="_blank">Chat routing rules</a> defined for your agents.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_hmk_5km_jnb">
<h2 class="title topictitle2" id="ariaid-title6">Chat reporting</h2>
<div class="body">
<p class="p" dir="ltr">Messaging reports are available on the Support dashboard in Zendesk
Explore. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835985434" target="_blank">Overview of the Zendesk Support dashboard</a>.</p>
<p class="p" dir="ltr">Your account can leverage metrics associated with Tickets in the Support
dashboard and filter by messaging channels.</p>
<p class="p" dir="ltr">Key metrics include:</p>
<ul class="ul" id="topic_hmk_5km_jnb__ul_i4y_2rm_jnb">
<li class="li" dir="ltr"> Estimate staffing - Volume of tickets created per channel, per group,
per time period </li>
<li class="li" dir="ltr"> Monitor team’s performance - Number of tickets solved, Time to
resolution </li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">To view messaging reports on the Support dashboard in Explore</strong></p>
<ol class="ol" id="topic_hmk_5km_jnb__ol_r3k_lrm_jnb">
<li class="li" dir="ltr">Click the Zendesk Products icon (<img class="image" id="topic_hmk_5km_jnb__image_zjw_5rh_bhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/admin_center_product_icon.png">) in the top bar, then select <strong class="ph b">Analytics</strong>.</li>
<li class="li" dir="ltr">In the <strong class="ph b">Dashboards</strong> list, select <strong class="ph b">Zendesk Support</strong>.<p class="p"><img class="image img-screenshot" id="topic_hmk_5km_jnb__image_bb3_pzj_knb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/messaging_reporting_ex.png" width="600"></p>
</li>
</ol>
<div class="p" dir="ltr">
<div class="note note">
<span class="notetitle">Note:</span> Metrics such as First reply time, Unreplied tickets, % One-touch, Two-touch
solves, Comments (all user types), and Agent updates consider only email replies
on the ticket. </div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_phf_hzc_g4b">
<h2 class="title topictitle2" id="ariaid-title7">Chat Conversation APIs</h2>
<div class="body">
<p class="p">Migration to messaging does not apply any code changes to the Chat Conversations API.
When you enable messaging, most CCAPIs will continue to work as expected.
CCAPI-based chatbots, however, may be impacted, depending on your messaging
configuration.</p>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_rr3_mzc_g4b">
<h3 class="title topictitle3" id="ariaid-title8">Understanding the impact on CCAPI-based bots</h3>
<div class="body">
<p class="p">Because AI agents are a central part of messaging functionality, CCAPI-based
chatbots are impacted when messaging is enabled and they are prevented from
being invoked.</p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_iyp_mzc_g4b">
<h3 class="title topictitle3" id="ariaid-title9">Using chatbots with messaging</h3>
<div class="body">
<p class="p">If you want to continue using a chatbot on a brand with messaging enabled, you
have a number of options:</p>
<p class="p"><strong class="ph b">Option 1 (recommended): Moving to Sunshine Conversation APIs</strong></p>
<p class="p">You can move your existing CCAPI integrations, including CCAPI-based chatbots, to
<a class="xref" href="https://docs.smooch.io/guide/api-quickstart/" target="_blank">Sunshine Conversation APIs</a>. If you choose this
option, we recommend you do so before migrating your account to messaging.</p>
<p class="p"><strong class="ph b">Option 2: Creating a Support trigger workaround</strong></p>
<p class="p">If you do not choose to move your CCAPI integrations to Sunshine Conversations,
you can work around the messaging limitation by creating a Support trigger to
assign a chat bot to any ticket created via messaging:</p>
<p class="p"><img class="image img-screenshot" id="topic_iyp_mzc_g4b__image_mxj_3nk_g4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ccapi_messaging_workaround_trigger.png" width="600"></p>
<p class="p"></p>
</div>
</div>
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