Why migrating from live chat to messaging is the right choice

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<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener noreferrer" target="_blank">What's my plan?</a></div>
<div class="article-banner" id="suite_all"><figure class="wysiwyg-table wysiwyg-table-align-left"><table><tbody><tr>
<td><strong>All Suites</strong></td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
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<td><strong>Support with</strong></td>
<td>Live chat and messaging Team, Professional, or Enterprise</td>
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<p class="p">With Zendesk, you can have conversational experiences with your customers across messaging channels, including web, mobile, or social channels. Our <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" rel="noopener noreferrer" target="_blank">AI agents</a>, the next generation of AI-powered bots, allow you to personalize and automate these conversations, improving your ability to scale, driving agent efficiency and leading to improved customer experiences.</p>
<p class="p" dir="ltr">Anyone currently using live chat should read through this document. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5094352858906" rel="noopener noreferrer" target="_blank">Find out whether you are using live chat or messaging</a>.</p>
<p class="p">This article includes the following topics:</p>
<div class="p"><ul class="ul" id="topic_utm_ycw_m4b__ul_vsw_jdw_m4b">
<li class="li" data-list-item-id="e607be60068b4d01fbb6f5f2634851598"><a class="xref" href="#topic_sg3_n2t_lrb">Why move to messaging?</a></li>
<li class="li" data-list-item-id="eddc1596ee76d50fa9c6b1b6c4e777f38"><a class="xref" href="#topic_yrf_42t_lrb">Conversation persistence</a></li>
<li class="li" data-list-item-id="e87e4ed153bb0014a4ecf6fd2b1d24761"><a class="xref" href="#topic_g1m_42t_lrb">Automation with AI agents</a></li>
<li class="li" data-list-item-id="e1b28a378ea638ad0db502eac223200a1"><a class="xref" href="#topic_zwk_zhr_p5b">Omnichannel management</a></li>
<li class="li" data-list-item-id="ee759e0a85f4dfd1ac5c6634505d7876f"><a class="xref" href="#topic_c1k_p2t_lrb">Extended capabilities with Sunshine Conversations</a></li>
<li class="li" data-list-item-id="e794df3922f42058341fbe3f46a3b4de7"><a class="xref" href="#topic_bxb_2dw_m4b">Capabilities comparison matrix</a></li>
</ul></div>
</div><div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_sg3_n2t_lrb">
<h2 class="title topictitle2" id="ariaid-title2">Why move to messaging?</h2>
<div class="body">
<p class="p">Messaging brings many new capabilities that live chat does not offer, including:</p>
<div class="p"><ul class="ul" id="topic_sg3_n2t_lrb__ul_krr_4nl_nrb">
<li class="li" data-list-item-id="e0c2298c5c68d757d99b08bd78fd765bc" dir="ltr">
<strong class="ph b">No more repeating. </strong>By providing support wherever your customers are (omnichannel) and with conversation persistence, the customer never has to repeat themselves to a new agent or when they contact you through a different channel.</li>
<li class="li" data-list-item-id="e50ba3b091387a036c356363ca39b0bf6" dir="ltr">
<strong class="ph b">Increased team productivity</strong>. The new unified Agent Workspace gives agents the context they need to respond to customers across any channel without having to log in or monitor separate web, mobile, and social channel conversations. A consistent user experience and simplified controls allow agents to be more productive by reducing context switching while still meeting the needs of all customers.</li>
<li class="li" data-list-item-id="eb51de4fee63445ee6a829c9c826e9fc4" dir="ltr">
<strong class="ph b">24/7 support with built-in automation.</strong> With <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" rel="noopener noreferrer" target="_blank">AI agents</a>, you can establish different protocols for when your agents are offline while still providing excellent service to your customers. Configure AI agents to respond to common questions based on your help center content, or capture user information and create a ticket to respond to when agents return.</li>
<li class="li" data-list-item-id="e2252d294a7b174bbf25af370b6f67465" dir="ltr">
<strong class="ph b">Scale up your service</strong>. With all of these capabilities, your business will be able to scale up the amount of support it can offer your customers. Automation, off-hours support, and improved agent experiences all enable you to receive, address, and resolve more issues than ever before -- without straining your existing resources.</li>
</ul></div>
</div>
</div><div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yrf_42t_lrb">
<h2 class="title topictitle2" id="ariaid-title3">Conversation persistence</h2>
<div class="body"><div class="p"><div class="div">
<p class="p" dir="ltr">Live chat only offers the ability to have <em class="ph i">session-based</em> conversations, meaning they happen once, in real-time. A customer initiates a chat with your agent, receives assistance, and ends the chat, and that the conversation history is not saved. It's a single, stand-alone conversation that you cannot return to in the event your customer closes their app or browser, or if the agent ends the session.</p>
<p>Messaging, on the other hand, allows for added flexibility, offering the ability to have both session-based conversations <em class="ph i">as well as</em> ongoing, persistent chats. This conversation history is always available, meaning agents (and customers) can get context of past questions and actions taken. Customers therefore won’t need repeat or re-identify themselves, and agents won’t waste time collecting the same information or suggesting the same solutions that did not work previously.</p>
</div></div></div>
</div><div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_g1m_42t_lrb">
<h2 class="title topictitle2" id="ariaid-title4">Automation with AI agents</h2>
<div class="body">
<p class="p">Messaging also offers AI agents, which brings new automation capabilities to your web, mobile, and social channels.</p>
<p class="p">With AI agents, you can:</p>
<div class="p"><ul class="ul" id="topic_g1m_42t_lrb__ul_o1n_ygr_p5b">
<li class="li" data-list-item-id="eefc08a0682771773f34a5f5f6ab05839" dir="ltr">
<strong class="ph b">Bring self-service to the forefront</strong> of the customer experience with generative replies powered by the latest AI technology.</li>
<li class="li" data-list-item-id="ea99dcdda0bb2ce6a87c05c8c8e2b0859" dir="ltr">
<strong class="ph b">Give customers options</strong> to clarify their issues and guide them to answers to common questions that harness your knowledge base.</li>
<li class="li" data-list-item-id="e472c06805dc16b84d0f3617e4a808a4a" dir="ltr">
<strong class="ph b">Collect information</strong> in case an issue needs to be handed off to an agent.</li>
<li class="li" data-list-item-id="e7d091f0a76b1b1f672538939f79207c6" dir="ltr">
<strong class="ph b">Offer schedule-based flows</strong> with different behavior inside and outside business hours.</li>
<li class="li" data-list-item-id="e69bb4506f6f3a8106adc2cd9ca050640" dir="ltr">
<strong class="ph b">Data dip</strong> from other systems to provide contextual responses.</li>
<li class="li" data-list-item-id="ea7fcd66eab4dc0cdde9fc42e5f804a57" dir="ltr">
<strong class="ph b">Configure once, deploy anywhere</strong>, including messaging channels such as the Web Widget and mobile SDKs, and social channels like Facebook, WhatsApp, Instagram, WeChat, LINE, and X (formerly Twitter) DM.</li>
</ul></div>
<div class="p"><div class="note">
<span class="notetitle">Note:</span> AI agent usage is measured using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" rel="noopener noreferrer" target="_blank">automated resolutions</a>.</div></div>
</div>
</div><div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_zwk_zhr_p5b">
<h2 class="title topictitle2" id="ariaid-title5">Omnichannel management</h2>
<div class="body">
<p class="p">You can set up and manage all of your messaging channels – your primary <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831648794" rel="noopener noreferrer" target="_blank">social channels</a> as well as your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827701530" rel="noopener noreferrer" target="_blank">web and mobile channels</a>– in one place, so you don’t have to sign in to every separate system to make changes. With this centralized management capability, you can ensure consistency of experience for your customers, as well as save time and effort.</p>
<p class="p">Omnichannel management allows you to:</p>
<div class="p"><ul class="ul" id="topic_zwk_zhr_p5b__ul_pmc_22z_q2c">
<li class="li" data-list-item-id="ece41211ef8a297a2b0e4e2c72398ffc8">
<strong class="ph b">Direct new and open tickets from multiple channels to agents</strong> by routing tickets from<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514-About-omnichannel-routing#topic_psx_hxk_3yb" rel="noopener noreferrer" target="_blank">email (including web form, side conversations, and API), calls, and messaging</a> channels to a single agent interface.</li>
<li class="li" data-list-item-id="efca9fa149d7b3236e91ecc7716846930">
<strong class="ph b">Set a </strong><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5133523363226" rel="noopener noreferrer" target="_blank"><strong class="ph b">single unified agent status</strong></a><strong class="ph b"> for all channels</strong>, and assign important tickets to the agents who are most available to work on them.</li>
<li class="li" data-list-item-id="e1cf9691d99f1a50987c1dc6d83a53588">
<strong class="ph b">Manage the number of tickets assigned to agents</strong> at one time by creating <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4776409839770" rel="noopener noreferrer" target="_blank">capacity rules</a> that balance agent workload.</li>
</ul></div>
</div>
</div><div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_c1k_p2t_lrb">
<h2 class="title topictitle2" id="ariaid-title6">Extended capabilities with Sunshine Conversations</h2>
<div class="body"><p class="p" dir="ltr">If you want a more customized experience than messaging offers out of the box, you can consider adding on <a class="xref" href="http://smooch.io" rel="noopener noreferrer" target="_blank">Sunshine Conversations</a> capabilities to your messaging solution. Sunshine Conversations is the underlying platform that messaging is built upon, and this additional access can be leveraged to customize your messaging experience at every level. However, be aware that access to some of these advanced features may mean additional usage costs as well as require some coding to get things exactly the way you want it.</p></div>
</div><div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_bxb_2dw_m4b">
<h2 class="title topictitle2" id="ariaid-title7">Capabilities comparison matrix</h2>
<div class="body">
<p class="p">The table below lists the capabilities available for messaging, and how they compare to those available with Zendesk Chat.</p>
<div class="p"><div class="tablenoborder"><figure class="wysiwyg-table wysiwyg-table-align-left"><table class="wysiwyg-table-resized" id="topic_bxb_2dw_m4b__table_xhn_x4l_nrb" style="border-spacing: 0px; border-style: solid; border-width: 1px;">
<colgroup>
<col style="width: 33%;">
<col style="width: 33%;">
<col style="width: 34%;">
</colgroup>
<thead class="thead" style="text-align: left;"><tr class="row">
<th class="entry cellrowborder" id="d51e311" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Capability</th>
<th class="entry cellrowborder" id="d51e314" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Messaging</th>
<th class="entry cellrowborder" id="d51e317" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Live chat</th>
</tr></thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Web Widget for websites</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See our <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/5283671848986" rel="noopener noreferrer" target="_blank">messaging Web Widget documentation</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Session-based conversations (real-time)</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Persistent conversations</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">No</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Autoreplies with articles</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846454682" rel="noopener noreferrer" target="_blank">About conversational support with messaging</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Autoreplies based on intelligent triage</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6191477770906" rel="noopener noreferrer" target="_blank">Automatically adding comments and notes to tickets using triggers</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">No</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">AI agents</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" rel="noopener noreferrer" target="_blank">About AI agents.</a></p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">No</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Agent Workspace</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821905434" rel="noopener noreferrer" target="_blank">Agent workspace for messaging</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">End conversation by agent</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8372292195354" rel="noopener noreferrer" target="_blank">Allowing agents to end conversations</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">No</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Action buttons (rich content)</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9017484189466" rel="noopener noreferrer" target="_blank">About rich-text formatting in messaging conversations</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">No</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Android and iOS SDKs for mobile apps</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834810394" rel="noopener noreferrer" target="_blank">Working with messaging for your mobile channel</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Historical reporting</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724611131418" rel="noopener noreferrer" target="_blank">Overview of the Zendesk messaging dashboard</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Real-time reporting</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843771546" rel="noopener noreferrer" target="_blank">Overview if the Explore live dashboard</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">No</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Social messaging channels, including Whatsapp, Facebook Messenger, Instagram Direct, X (formerly Twitter), etc.</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See our <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/4405298883482" rel="noopener noreferrer" target="_blank">third-party and social messaging channels documentation</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">No</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Security-based restrictions (signed-in vs. anonymous users, for example)</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4411666638746" rel="noopener noreferrer" target="_blank">Setting up user authentication for messaging</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Custom (available with minor custom development)</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Basic widget configuration options (colors, logos, widget placement)</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7178617945498" rel="noopener noreferrer" target="_blank">Viewing and configuring Web Widget settings</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Advanced widget configuration options</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">No</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">No</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Remove the Zendesk logo from the Web Widget</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500747797914#topic_ubc_nmd_btb" rel="noopener noreferrer" target="_blank">Configuring the widget frame</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">No</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Omnichannel management</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" rel="noopener noreferrer" target="_blank">About omnichannel routing</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Skills-based routing</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829019162#topic_yhw_s4y_bvb" rel="noopener noreferrer" target="_blank">Using omnichannel routing to route messaging tickets</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Third-party integrations</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5064149334426" rel="noopener noreferrer" target="_blank">Managing third-party bots in Admin Center</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Banning visitors</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009733465370" rel="noopener noreferrer" target="_blank">Suspending messaging users</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Multi-user chat</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6150674106266" rel="noopener noreferrer" target="_blank">Collaborating on messaging conversations with @mentions</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Proactive messages (client side, e.g. website)</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5381304334234" rel="noopener noreferrer" target="_blank">About proactive messages</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Pages viewed</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829170458" rel="noopener noreferrer" target="_blank">Viewing customer context for user history and device information</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Conversion tracking</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p><a href="https://support.zendesk.com/hc/en-us/articles/9435878261402-Tracking-customer-actions-with-messaging-goals" rel="noopener noreferrer" target="_blank">See Tracking customer actions with messaging goals</a></p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Visitor metadata (OS, device, platform)</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">
<p>Yes</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7041910642074" rel="noopener noreferrer" target="_blank">Configuring end-user device information in the context panel</a>.</p>
</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Real-time APIs</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes (Event Bridge only)</td>
<td class="entry cellrowborder" style="border-style: solid; border-width: 1px; padding: 4px; vertical-align: top;">Yes</td>
</tr>
</tbody>
</table>
<figcaption><span class="tablecap table--title-label">Table 1.</span></figcaption></figure></div></div>
<p class="p">* Chat API is in maintenance mode and available only for existing Chat customers. Customers with requirements including social channels or persistent, ongoing conversations should use messaging.</p>
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