Replicating common Chat workflows in messaging

<div class="col-md-9">
<div class="body">
<p class="p">
If you have live chat configured just how you like it, you
probably – and understandably – don’t want to design all-new
workflows that will change how you handle messaging conversations.
</p>
<p class="p">
In this article, we’ll describe ways you can replicate some
common live chat default workflows in messaging. In some
cases, you’ll have multiple options to choose from – just
pick the one that looks most like your own setup.
</p>
<p class="p">This article includes the following topics:</p>
<ul class="ul" id="topic_chat_to_messaging_default_workflows__ul_article_topics">
<li class="li">
<a class="xref" href="#topic_recommended_messaging_settings">Recommended messaging settings for streamlining ticket workflow</a>
</li>
<li class="li">
<a class="xref" href="#topic_workflow_missed_conversations">Workflow 1: Handling missed conversations</a>
</li>
<li class="li">
<a class="xref" href="#topic_workflow_first_touch_resolution">Workflow 2: Create a Support trigger to solve and close first-touch resolution tickets</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_recommended_messaging_settings">
<h2 class="title topictitle2" id="ariaid-title2">
Recommended messaging settings for streamlining ticket workflow
</h2>
<div class="body">
<p class="p">
In this section, we’ll introduce some messaging settings
and configuration options you can use to improve ticket
workflow. Some of these settings can be used to replace
more elaborate Chat workflows.
</p>
<ul class="ul" id="topic_recommended_messaging_settings__ul_recommended_settings_topics">
<li class="li">
<a class="xref" href="#topic_agent_capacity_release">Agent capacity release and inactivity reminders</a>
</li>
<li class="li">
<a class="xref" href="#topic_end_session_setting">The End session setting</a>
</li>
<li class="li">
<a class="xref" href="#topic_setting_up_business_hours">Setting up business hours</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_agent_capacity_release">
<h3 class="title topictitle3" id="ariaid-title3">Agent capacity release and inactivity reminders</h3>
<div class="body">
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043034053658-Automatically-releasing-agent-capacity-for-inactive-messaging-conversations" target="_blank">Capacity release settings</a>
allow you to specify how long a conversation is considered
active without input from an end user. Then, once
the conversation is deemed inactive, it can be removed
from an agent’s queue, freeing them up to accept
new support requests. You can also
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9496171412378-Sending-conversation-inactivity-reminders-to-end-users" target="_blank">create automatic reminders</a>
to send to end users to keep a conversation active.
These settings are part of the Advanced messaging
settings in Admin Center.
</p>
<p class="p">Recommended settings:</p>
<ul class="ul" id="topic_agent_capacity_release__ul_capacity_release_recommendations">
<li class="li">
If most of your tickets are first contact resolution,
automatically release capacity after three minutes,
and update the ticket status to Solved,
</li>
<li class="li">
If most of your tickets require more information
from the customer, set up the first inactivity
period for five minutes, set the ticket status
to Pending, and send an initial reminder to the
end user. Set up a second reminder and that sets
the ticket status to Solved and sends a follow-up
message to the end user.
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_end_session_setting">
<h3 class="title topictitle3" id="ariaid-title4">The End session setting</h3>
<div class="body">
<p class="p">
You can allow agents and end users to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042-About-ending-messaging-sessions" target="_blank">end messaging sessions</a>,
and establish processes (such as ticket macros) they
can use to inform the end user of the ended session,
and have them follow up over email.
</p>
<p class="p">
Additionally, ended messaging sessions can be used
as a condition in triggers, and you can end a messaging
session in an action.
</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_setting_up_business_hours">
<h3 class="title topictitle3" id="ariaid-title5">Setting up business hours</h3>
<div class="body">
<p class="p">
You can use
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842938522" target="_blank">business hours</a>
with your custom
messaging responses for support requests made during
business hours, and after
close of business.
</p>
<p class="p">
See
<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>
for more information.
</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_workflow_missed_conversations">
<h2 class="title topictitle2" id="ariaid-title6">Workflow 1: Handling missed conversations</h2>
<div class="body">
<p class="p">
Messaging has end user presence capability that detects
whether the end-user is still in the website or mobile
app in the foreground. You can use the feature to identify
and manage abandoned conversations.
</p>
<p class="p">
In messaging, the first reply time and other metrics
include these inactive conversations.
</p>
<p class="p">
Messaging includes settings and trigger options that
allow you to easily manage inactive conversations, making
more complex workflow design unnecessary.
</p>
<ul class="ul" id="topic_workflow_missed_conversations__ul_missed_conversations_options">
<li class="li">
<strong class="ph b">Automatically releasing agent capacity</strong>
removes inactive conversations from agents’ queues
by turning on
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10440912714266" target="_blank">end-user presence detection</a>.
</li>
<li class="li">
<strong class="ph b">Using ticket triggers to manage inactive messaging tickets</strong>
lets you:
<ul class="ul" id="topic_workflow_missed_conversations__ul_inactive_ticket_triggers">
<li class="li">Automatically solve abandoned conversations</li>
<li class="li">Reassign abandoned conversations for email follow-up</li>
<li class="li">
Re-route inactive conversations to a secondary
queue with lower
priority
</li>
</ul>
</li>
</ul>
<p class="p">
You can also tag abandoned conversations for accurate
reporting.
</p>
<p class="p">
See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10856494085658" target="_blank">Recipes: Using ticket triggers to manage abandoned conversations</a>.
</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_workflow_first_touch_resolution">
<h2 class="title topictitle2" id="ariaid-title7">
Workflow 2: Create a Support trigger to solve and close first-touch
resolution tickets
</h2>
<div class="body">
<p class="p">
A first-touch resolution is one that is solved with a
single interaction from a human agent. You can create
a Support trigger that closes a messaging ticket with
a first-touch resolution.
</p>
<p class="p">
<strong class="ph b">To create a Support trigger to solve and close first touch resolution tickets</strong>
</p>
<ol class="ol" id="topic_workflow_first_touch_resolution__ol_first_touch_resolution_steps">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_workflow_first_touch_resolution__image_j55_cjc_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span>
</li>
<li class="li">
In
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>,
click
<strong class="ph b">Objects and
rules</strong>
in the sidebar, then select
<strong class="ph b">Business rules &gt;
Triggers</strong>.
</li>
<li class="li">
Click the <strong class="ph b">Tickets</strong> tab.
</li>
<li class="li">
Click <strong class="ph b">Create trigger</strong>.
</li>
<li class="li">
Enter a name and optional description for the trigger,
and select a trigger category or create a new one.
</li>
<li class="li">
Under
<strong class="ph b">Meet ALL of the following conditions</strong>,
add the following conditions:
<ul class="ul" id="topic_workflow_first_touch_resolution__ul_trigger_conditions">
<li class="li">Ticket &gt; Status category | is | Solved</li>
<li class="li">Ticket &gt; Messaging session state | Changed to | Ended</li>
</ul>
</li>
<li class="li">
Under <strong class="ph b">Actions</strong>, add
the following action:
<ul class="ul" id="topic_workflow_first_touch_resolution__ul_trigger_actions">
<li class="li">Ticket &gt; Status category | Closed</li>
</ul>
</li>
<li class="li">
Click <strong class="ph b">Create trigger</strong>.
</li>
</ol>
</div>
</div>
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