Migrating your live chat widget to the messaging Web Widget

<body>
<p id="docs-hc-snippet" style="display: none;">This article explains how to migrate your live chat settings to messaging so you can deploy a messaging Web Widget on your website or help center that closely matches your current Chat configuration. It covers tasks you should complete before turning on messaging at the account level, which Chat settings are automatically copied to messaging, which settings need to be reviewed or reconfigured, and how to complete the migration by turning on the messaging Web Widget.</p>
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<p id="docs-ai-summary-content">Migrate your live chat widget to the messaging Web Widget by turning on messaging at the account level, then review which settings were copied and which need manual setup. Triggers, operating hours, forms, CSAT, banned visitors, and goals carry over, while mobile SDKs, Chat APIs, and some routing or reporting settings need extra work. You can then customize the widget and add features like omnichannel routing, AI agents, and agent copilot.</p>
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<div class="body">
<div class="p"></div>
<p class="p">This article explains how to migrate your live chat settings to messaging so you can
deploy a messaging Web Widget on your website or help center that closely matches your
current Chat configuration. It covers tasks you should complete before turning on
messaging at the account level, which Chat settings are automatically copied to
messaging, which settings need to be reviewed or reconfigured, and how to complete the
migration by turning on the messaging Web Widget.</p>
<p class="p">Any account using the Web Widget (Classic) or chat widget to deliver live chat support
can begin the migration to messaging. This includes accounts that:</p>
<div class="p">
<ul class="ul" id="messaging_migration-default__ul_zwh_kdz_x3c">
<li class="li">Have never turned on messaging or attempted a migration
</li>
<li class="li">Attempted to migrate to messaging previously but didn’t complete the
process
</li>
<li class="li">Completed the process and later turned off messaging and reverted to
their live chat configuration
</li>
</ul>
</div>
<div class="p">If you previously migrated to messaging and then went back to live chat, some steps may
look slightly different. Those differences are noted where applicable.<div class="note note">
<span class="notetitle">Note:</span> This article
applies only to accounts using the Web Widget or Chat widget to deliver live chat
support to customers. If you use live chat in a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834810394" target="_blank">mobile SDK</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/4405298883482" target="_blank">social channel</a>, you must manually create those channels
for messaging.</div>
</div>
<p class="p">This article includes the following topics:</p>
<div class="p">
<ul class="ul" id="messaging_migration-default__ul_z4v_42z_x3c">
<li class="li"><a class="xref" href="#topic_crr_p2z_x3c">About the migration process</a></li>
<li class="li"><a class="xref" href="#topic_qsw_p2z_x3c">Before migrating to messaging</a></li>
<li class="li"><a class="xref" href="#topic_w1b_q2z_x3c">Turning on messaging and migrating your chat settings</a></li>
<li class="li"><a class="xref" href="#topic_fwg_q2z_x3c">After completing the migration</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_crr_p2z_x3c">
<h2 class="title topictitle2" id="ariaid-title2">About the migration process</h2>
<div class="body">
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> Turning on messaging at the account level migrates your Chat settings to Admin
Center, but<strong class="ph b"> it does not replace live chat right away</strong>. You and your end
users can continue using live chat in any brand until you turn on the messaging
Web Widget for that brand, which is the final step in the migration
process.</div>
</div>
<p class="p">When you turn on messaging, many core features of your live chat
configuration are automatically migrated to your new messaging settings. Some
messaging-specific settings are turned on by default, and other features must be
configured manually in Admin Center.</p>
<p class="p">This section includes the following topics:</p>
<div class="p">
<ul class="ul" id="topic_crr_p2z_x3c__ul_iyn_1fz_x3c">
<li class="li"><a class="xref" href="#topic_f1h_bfz_x3c">Automatically migrated settings</a></li>
<li class="li"><a class="xref" href="#topic_hrm_bfz_x3c">On-by-default settings</a></li>
<li class="li"><a class="xref" href="#topic_ocr_bfz_x3c">Unmigrated settings</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_f1h_bfz_x3c">
<h3 class="title topictitle3" id="ariaid-title3">Automatically migrated settings</h3>
<div class="body">
<p class="p">The following live chat settings are automatically migrated to
messaging when you turn on messaging at the account level:</p>
<ul class="ul" id="topic_f1h_bfz_x3c__ul_bd4_jfz_x3c">
<li class="li">
<a class="xref" href="#topic_rms_lfz_x3c">Triggers</a>
</li>
<li class="li"><a class="xref" href="#topic_q5w_lfz_x3c">Operating hours</a></li>
<li class="li"><a class="xref" href="#topic_d4b_mfz_x3c">Pre-chat and offline forms</a></li>
<li class="li"><a class="xref" href="#topic_trg_mfz_x3c">Satisfaction ratings (CSAT)</a></li>
<li class="li"><a class="xref" href="#topic_cdl_mfz_x3c">Banned visitors</a></li>
<li class="li"><a class="xref" href="#topic_ccq_mfz_x3c">Goals and conversion tracking</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested3" id="topic_rms_lfz_x3c">
<h4 class="title topictitle4" id="ariaid-title4">Triggers</h4>
<div class="body">
<p class="p">When you migrate from live chat to messaging, Zendesk reviews your
active and inactive Chat triggers and moves them to Admin center for use in
your messaging setup. </p>
<p class="p">Each Chat trigger is converted into one or more triggers that is compatible
with messaging:</p>
<div class="p">
<ul class="ul" id="topic_rms_lfz_x3c__ul_ifp_wfz_x3c">
<li class="li">If all of a trigger's conditions and actions map to current
messaging conditions and actions, the trigger becomes a messaging
trigger. The new messaging trigger keeps the activation status of
the original Chat trigger.</li>
<li class="li">If the trigger fires when an end user loads a page and <em class="ph i">has</em> a
routing action, it becomes both a <strong class="ph b">proactive message</strong> and a
<strong class="ph b">Support ticket trigger</strong>. Both new triggers are
<em class="ph i">inactive</em> by default.</li>
<li class="li">If the trigger fires when an end user loads a page and
<em class="ph i">doesn't</em> have a routing action, it becomes a proactive
message. The new proactive message triggers are <em class="ph i">inactive</em> by
default.</li>
</ul>
</div>
<p class="p">Any Chat triggers that include conditions or actions that aren’t supported by
messaging triggers aren’t migrated automatically. Instead, they must be
manually reviewed and reconfigured. </p>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> <strong class="ph b">For previously migrated accounts:</strong><div class="p">
<ul class="ul" id="topic_rms_lfz_x3c__ul_bgv_fgz_x3c">
<li class="li">Chat triggers created <em class="ph i">after</em> your previous migration
attempt will be automatically migrated to triggers that are
compatible with messaging. </li>
<li class="li">Updated Chat triggers that are migrated to messaging
triggers will overwrite previously-migrated triggers with
the same name. </li>
<li class="li">Chat triggers that were not migrated successfully in your
prior migration attempt will be migrated again. </li>
</ul>
</div>
</div>
</div>
<p class="p">For detailed information about working with migrated (and unmigrated)
triggers, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9863791207066" target="_blank">Migrating triggers from live chat to
messaging.</a></p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested3" id="topic_q5w_lfz_x3c">
<h4 class="title topictitle4" id="ariaid-title5">Operating hours </h4>
<div class="body">
<p class="p">Messaging uses schedules, which are similar to Chat’s operating hours. As
part of the migration, Zendesk converts your operating hours to schedules in
Admin Center. From the Schedule page in Admin Center, you can access and
manage migrated schedules and create new schedules. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842938522" target="_blank">Setting your schedule with business hours
and holidays</a>.</p>
<p class="p">Schedules are applied to the Web Widget channel to deliver different
automated responses to your end users based on when they initiate contact.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500737327258" target="_blank">Configuring messaging responses and
business hours</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested3" id="topic_d4b_mfz_x3c">
<h4 class="title topictitle4" id="ariaid-title6">Pre-chat and offline forms</h4>
<div class="body">
<p class="p">Messaging collects end-user information as customer details in the Web
Widget’s default messaging response. The information request is sent to end
users after they respond to the widget’s first message. If you’re using
pre-chat or offline forms, Zendesk configures the default messaging response
to collect the same end-user information and send an identical follow-up
message after that information is submitted, and do the same for messages
sent outside of business hours if you’re currently using operating hours.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500737327258" target="_blank">Configuring messaging responses and
business hours</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested3" id="topic_trg_mfz_x3c">
<h4 class="title topictitle4" id="ariaid-title7">Satisfaction ratings (CSAT)</h4>
<div class="body">
<p class="p">If you’re using a satisfaction survey to gather customer feedback, customer
satisfaction (CSAT) ratings are activated in messaging. When a messaging
conversation ends, customers are prompted to leave feedback. See <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>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested3" id="topic_cdl_mfz_x3c">
<h4 class="title topictitle4" id="ariaid-title8">Banned visitors </h4>
<div class="body">
<p class="p">IP addresses you have banned from live chat are migrated to messaging. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9418700382618" target="_blank">About banning IP addresses from messaging
channels</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested3" id="topic_ccq_mfz_x3c">
<h4 class="title topictitle4" id="ariaid-title9">Goals and conversion tracking </h4>
<div class="body">
<p class="p">Your live chat business goals are converted to messaging goals as part of the
migration. Messaging goals allow you to track customer actions and see which
agents are responsible for driving those actions. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9435878261402" target="_blank">Tracking customer actions with messaging
goals</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_hrm_bfz_x3c">
<h3 class="title topictitle3" id="ariaid-title10">On-by-default settings</h3>
<div class="body">
<p class="p">Some messaging settings don’t have exact live chat equivalents, but are turned on
by default to help create a familiar experience for your end users and
agents.</p>
<p class="p">These settings include:</p>
<div class="p">
<ul class="ul" id="topic_hrm_bfz_x3c__ul_ysx_dhz_x3c">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank"><strong class="ph b">Agent-ended sessions</strong></a>:
The end session setting for messaging works similarly to the end chat
feature. It <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8372292195354" target="_blank">lets agents end the messaging
session</a> and releases agent capacity.<div class="note note">
<span class="notetitle">Note:</span> You can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10046732687770" target="_blank">Allow end users to end messaging
sessions</a>. This is a separate setting and is not on by
default.</div>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043034053658" target="_blank"><strong class="ph b">Inactivity
periods</strong></a>: In messaging, capacity release and
conversation inactivity period settings determine how long a
conversation remains active and what happens when it becomes inactive.
By default, the inactivity timer is set to 10 minutes, and release agent
capacity is released when that limit is reached.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8945071149210" target="_blank"><strong class="ph b">Wait time
banner</strong></a>: You can show estimated wait time and queue
position so end users know when to expect an agent reply. You can show
estimated wait time and queue position so end users know when to expect
an agent reply. Wait times are managed in Admin Center with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5973077601562" target="_blank">messaging triggers</a>. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009787999514" target="_blank">Displaying estimated wait time in
messaging conversations</a>.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9496171412378" target="_blank"><strong class="ph b">Inactivity
reminders</strong></a>: You can configure your inactivity period
and capacity release settings to send up to three reminders to end users
when a messaging conversation becomes inactive. These reminders use
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9496171412378-Sending-conversation-inactivity-reminders-to-end-users#topic_yym_4vd_1gc" target="_blank">default text and
timing</a>, but can be customized.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_ocr_bfz_x3c">
<h3 class="title topictitle3" id="ariaid-title11">Unmigrated settings</h3>
<div class="body">
<div class="p"> The following settings can’t be migrated automatically and need to be configured
manually in Admin Center if applicable: <ul class="ul" id="topic_ocr_bfz_x3c__ul_gqw_nhz_x3c">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834810394" target="_blank"><strong class="ph b">Mobile SDKs</strong></a>: You can
create and deploy messaging for your iOS, Android, or Unity
channel.</li>
<li class="li">
<strong class="ph b">Chat APIs</strong>: Chat APIs, Real-time APIs, and Incremental APIs are
not supported in messaging. See <a class="xref" href="https://developer.zendesk.com/api-reference/widget-messaging/introduction/" target="_blank">Zendesk Web Widget and
SDKs</a> in our developer API documentation for
alternatives.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5064149334426" target="_blank"><strong class="ph b">Third-party bots</strong></a>: Most
third-party bots can be used in messaging.</li>
<li class="li">
<strong class="ph b">Skills-based routing</strong>: Messaging tickets continue to route using
your current chat routing rules after migration, but skills-based
routing is not part of the standard messaging routing configuration. It
is available with omnichannel routing. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724611131418" target="_blank"><strong class="ph b">Reporting</strong></a>: The
Messaging dashboard in Explore can be customized to meet your reporting
needs.</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_qsw_p2z_x3c">
<h2 class="title topictitle2" id="ariaid-title12">Before migrating to messaging</h2>
<div class="body">
<p class="p">Admins should audit and prepare the Chat settings they use before migrating. Some
Chat settings are not accessible after you turn on messaging for your account, so
recording them will make it easier to confirm that the migration was successful and
your messaging experience is working as expected.</p>
<div class="p">
<div class="div">
<p class="p">Check the following Chat settings:</p>
<ul class="ul" id="topic_qsw_p2z_x3c__ul_alq_vhz_x3c">
<li class="li">
<strong class="ph b">Active Chat triggers</strong>: Remove or deactivate any
unnecessary triggers, and clean up the rest. Note whether each
trigger will become a messaging trigger, a Support ticket trigger,
or a proactive messaging trigger.
</li>
<li class="li">
<strong class="ph b">Goals</strong>: Review chat goals and remove duplicates,
redundancies, or goals you no longer need..
</li>
<li class="li">
<strong class="ph b">Chat tags</strong>: Special characters and capitalized
letters aren’t allowed in messaging tags, and will be replaced with
an underscore. They won’t break your triggers or other business rules they're used in, but it’s a good idea
to clean them up first.
</li>
<li class="li">
<strong class="ph b">Operating hours</strong>: Check your current operating hours
setup so you can confirm it is converted correctly to a Support
schedule. If you have more than one set of operating hours for a
department, they’ll be merged into a single schedule.
</li>
<li class="li">
<strong class="ph b">Banned IP addresses</strong>: Make sure your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824467098-Banning-visitors-from-accessing-Chat" target="_blank">Banned Visitors</a> list is
current so unwanted visitors can’t access your new messaging
channel.
</li>
</ul>
<p class="p">Also, give your agents plenty of notice before moving to messaging. The
migration will change their workflows and workspace.</p>
<p class="p">At a minimum, make sure agents can: </p>
<ul class="ul" id="topic_qsw_p2z_x3c__ul_zb2_13z_x3c">
<li class="li">
<strong class="ph b">Set their status</strong> for the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6937345201562" target="_blank">standard routing</a>
configuration.
</li>
<li class="li">
<strong class="ph b">Use the notifications list</strong> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829025690" target="_blank">manage multiple
conversations</a>.
</li>
<li class="li">
<strong class="ph b">Work with messages</strong>, including <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843683226" target="_blank">responding to support
requests</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843683226-Receiving-and-sending-messages-in-the-Zendesk-Agent-Workspace#topic_cfx_gjk_2mb" target="_blank">reassigning tickets</a>, and
use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6327770807450" target="_blank">automatic translation</a>.

</li>
</ul>
<p class="p">Helpful resources for agents:</p>
<ul class="ul" id="topic_qsw_p2z_x3c__ul_ac2_13z_x3c">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821905434-Agent-Workspace-for-messaging" target="_blank">Agent Workspace for
messaging</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831849882-Composing-messages-in-the-Zendesk-Agent-Workspace" target="_blank">Composing messages in the Zendesk
Agent Workspace</a>
</li>
<li class="li">
<a class="xref" href="https://www.zendesk.com/company/events/" target="_blank">On-demand training and
events</a>
</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_w1b_q2z_x3c">
<h2 class="title topictitle2" id="ariaid-title13">Turning on messaging and migrating your chat settings</h2>
<div class="body">
<p class="p">When you’ve completed the preparation steps you can begin the migration process,
which includes the following steps:</p>
<div class="p">
<ul class="ul" id="topic_w1b_q2z_x3c__ul_hdw_j3z_x3c">
<li class="li"><a class="xref" href="#topic_gxv_l3z_x3c">Turning on messaging</a></li>
<li class="li"><a class="xref" href="#topic_nn1_m3z_x3c">Reviewing the messaging settings</a></li>
<li class="li"><a class="xref" href="#topic_mdf_m3z_x3c">Completing the setup</a></li>
</ul>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Automatic migration of Chat settings can occur once in a 24-hour period. You
can turn messaging on and off multiple times, but Chat settings – even updated
ones – will not be automatically migrated to messaging until it is turned on for
your account 24 hours after the initial attempt. </div>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_gxv_l3z_x3c">
<h3 class="title topictitle3" id="ariaid-title14">Turning on messaging</h3>
<div class="body">
<div class="p">When you turn on messaging, your live chat settings are converted to messaging
settings in Admin Center as described above. Messaging is turned on at the
account level, and will give you access to messaging settings.<div class="note note">
<span class="notetitle">Note:</span> Chat
settings and your current support widget are not impacted by this
action.</div>
</div>
<div class="note note">
<span class="notetitle">Note:</span> When you turn on messaging for your account, Zendesk automatically creates a
Talk digital line for each brand. These lines are named <em class="ph i">&lt;Brand&gt;
digital line</em>, even if you haven't created a digital line yourself.</div>
<p class="p"><strong class="ph b">To turn on messaging for your account</strong></p>
<div class="p">
<ol class="ol" id="topic_gxv_l3z_x3c__ol_dpw_r3z_x3c">
<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_gxv_l3z_x3c__d8e905" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li">On the <strong class="ph b">Get started with messaging page</strong>, click <strong class="ph b">Get
started</strong>.</li>
<li class="li">On the <strong class="ph b">Messaging settings</strong> page, select <strong class="ph b">Turn on
messaging</strong>.<p class="p">The migration can take up to 10 minutes. When it’s
complete, a <strong class="ph b">Get ready for messaging</strong> pane appears.
</p>
<p class="p"><img class="image" id="topic_gxv_l3z_x3c__image_chz_gjz_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ctm_migration-Get_ready_pane.png" width="300"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_nn1_m3z_x3c">
<h3 class="title topictitle3" id="ariaid-title15">Reviewing the messaging settings</h3>
<div class="body">
<div class="div">
<p class="p">After you turn on messaging, it's important to review the messaging settings and features that
replace your <a class="xref" href="#topic_f1h_bfz_x3c">migrated</a>
and <a class="xref" href="#topic_hrm_bfz_x3c">on-by-default</a>
settings, and note the <a class="xref" href="#topic_ocr_bfz_x3c">unmigrated Chat settings</a> in Admin Center.</p>
<p class="p">The automated migration is usually straightforward, so a quick review is often enough. If a
setting has an <em class="ph i">Action needed</em> label, inspect it more carefully. That
usually means the setting didn’t migrate successfully or needs additional
configuration.</p>
<p class="p"><img class="image" id="topic_nn1_m3z_x3c__image_n3l_rjz_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ctm_migration-Action_needed_label.png" width="100"></p>
<div class="note attention">
<span class="attentiontitle"></span> <strong class="ph b">For previously migrated accounts:</strong>
Depending on your live chat configuration and previous migration attempts,
you may not see every setting listed here. Only the settings relevant to
your migration appear.</div>
<div class="p">
<strong class="ph b">To review the new messaging settings</strong>
<ol class="ol" id="topic_nn1_m3z_x3c__ol_iw3_1kz_x3c">
<li class="li">In the <strong class="ph b">Get ready for messaging</strong> pane, click <strong class="ph b">Review</strong>.
The <strong class="ph b">Review changes from your Chat settings</strong> pane
opens:<p class="p"><img class="image" id="topic_nn1_m3z_x3c__image_zyc_ckz_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ctm_migration-Review_changes_pane.png" width="300"></p>
</li>
<li class="li">Expand each section and click the button to access an Admin
Center page in a new tab. After reviewing each feature, click the
<strong class="ph b">Messaging and social - Channels tab</strong> to continue your
settings review.<div class="p">
<ul class="ul" id="topic_nn1_m3z_x3c__ul_p3f_3kz_x3c">
<li class="li">
<strong class="ph b">Triggers</strong>: Review the migrated triggers, activated
triggers, and unmigrated Chat triggers. </li>
<li class="li">
<strong class="ph b">Operating hours</strong>: Review the migrated Operating
hours schedule and update or create schedules as needed. </li>
<li class="li">
<strong class="ph b">Pre-chat and offline forms:</strong> In messaging, an end
user's information can be requested in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500737327258" target="_blank">default messaging
response</a>. You can review and update that
response later in the setup wizard. </li>
<li class="li">
<strong class="ph b">Satisfaction ratings: </strong>Click <strong class="ph b">Get started</strong> to
view the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886173338" target="_blank">Customer
satisfaction</a> page, then click <strong class="ph b">Edit
survey</strong> to view the migrated CSAT survey
configuration. </li>
<li class="li">
<strong class="ph b">Default settings</strong>: On the linked Messaging
settings page, expand each section to review and update
the following as needed: <ul class="ul" id="topic_nn1_m3z_x3c__ul_atr_jkz_x3c">
<li class="li">
<strong class="ph b">Downloading transcripts</strong> manages <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408818625690" target="_blank">messaging
transcript visibility</a> for both agents and
end users. </li>
<li class="li">
<strong class="ph b">Multi-conversations</strong> allows end users to
conduct <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8008427696410" target="_blank">multiple
conversations</a> simultaneously. </li>
<li class="li">
<strong class="ph b">Capacity release</strong> defines <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043034053658" target="_blank">how long a
conversation remains active, and what happens to
the ticket when the conversation becomes
inactive</a>. <em class="ph i">These settings are on by
default</em>. </li>
<li class="li">
<strong class="ph b">Ending sessions</strong> defines whether agents
can manually <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">end messaging
sessions</a>, how ended sessions impact agent
capacity, and whether ended sessions can be used
as conditions or actions in triggers. <em class="ph i">This
setting is on by default</em>. <p class="p">With additional
configuration, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10046732687770" target="_blank">allow end users to
end messaging sessions</a>.</p>
</li>
<li class="li">
<strong class="ph b">Email identities</strong> manage <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4411666638746" target="_blank">user authentication
rules and settings</a>. </li>
<li class="li">
<strong class="ph b">Conversation control</strong> determines when and
how <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5514406080538" target="_blank">messaging
conversations are resolved</a>.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Goals:</strong> On the Messaging goals page, review each
goal and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9435878261402" target="_blank">update it if
needed</a>.</li>
<li class="li">
<strong class="ph b">Banned visitors: </strong>On the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9435777614874" target="_blank">Banned IP addresses
page</a>, confirm that the addresses banned from
live chat are included here.<strong class="ph b">Chat APIs: </strong>Chat APIs
are not compatible with messaging. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834919834" target="_blank">Review the impact
</a>and learn about alternatives in the Zendesk Web
Widget and SDK developer documentation.</li>
<li class="li">
<strong class="ph b">Reporting: </strong>Click <strong class="ph b">Activate Explore</strong> to begin
creating your dashboards. In the meantime, review the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724611131418" target="_blank">Messaging
dashboard</a> documentation. </li>
</ul>
</div>
</li>
</ol>
</div>
</div>
<p class="p">When you’re done reviewing these features, click <strong class="ph b">Proceed to complete
setup</strong>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_mdf_m3z_x3c">
<h3 class="title topictitle3" id="ariaid-title16">Completing the setup</h3>
<div class="body"> <p class="p">Finish setting up messaging by completing these final steps:</p>
<div class="p">
<ol class="ol" id="topic_mdf_m3z_x3c__ol_cql_hp5_fjc">
<li class="li">Let your agents know when you’re turning messaging on and Chat off.</li>
<li class="li">Use the setup wizard to walk through the final migration steps:<div class="p">
<ul class="ul" id="topic_mdf_m3z_x3c__ul_bpz_kp5_fjc">
<li class="li">
<p class="p"><strong class="ph b">Selecting a brand to set up</strong>: If you have multiple
brands, choose the one you want to use for your initial
migration. </p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Defining business hours</strong>: Choose <strong class="ph b">Always
online</strong>, or <strong class="ph b">select an existing schedule</strong>.
If no schedules are available, or if you want to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842938522" target="_blank">create a new
one</a>, click <strong class="ph b">Add or manage schedules</strong>.
</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Setting up automated responses</strong>: Enter a <strong class="ph b">First
message</strong> to greet customers, and choose which
customer details to collect, if any. If you applied a
schedule in the previous step, click <strong class="ph b">Outside business
hours </strong>and configure the automated response there
as well. </p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Turning on the messaging Web Widget</strong>: Close all
active chats for the brand you’re upgrading to
messaging, then click <strong class="ph b">Turn on messaging widget</strong>.
</p>
</li>
</ul>
</div>
</li>
</ol>
</div>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> This step turns off live chat for the selected brand and makes messaging
available in the Web Widget on that brand’s associated website or help
center.</div>
</div>
<p class="p">You can return to the setup wizard when you’re ready to add additional
brands to messaging.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested1" id="topic_fwg_q2z_x3c">
<h2 class="title topictitle2" id="ariaid-title17">After completing the migration</h2>
<div class="body">
<p class="p">You’ve now deployed a fully-functional messaging channel that closely matches your
original live chat setup. Now, you can <a class="xref" href="#topic_vpj_5kz_x3c">continue updating the widget's appearance and behavior</a>, and <a class="xref" href="#topic_bhp_5kz_x3c">explore additional messaging
capabilities</a>.</p>
<p class="p">To reduce risk when exploring messaging functionality, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6150628316058" target="_blank">create a sandbox environment</a> to test new features before
adding them to your live Web Widget. </p>
</div>
<div aria-labelledby="ariaid-title18" class="topic nested2" id="topic_vpj_5kz_x3c">
<h3 class="title topictitle3" id="ariaid-title18">Updating the messaging Web Widget</h3>
<div class="body">
<p class="p">The messaging Web Widget has a number of settings not covered
by the automated migration that you can update to customize its look and
feel, and its automated interactions with your end users.</p>
<p class="p">Customize the messaging Web Widget components on the widget’s
settings page, including:</p>
<ul class="ul" id="topic_vpj_5kz_x3c__ul_f4z_xkz_x3c">
<li class="li">
<strong class="ph b">Basics</strong>: Web Widget name, customer permissions
for channel switching and multiple conversations, and a privacy
notice.
</li>
<li class="li">
<strong class="ph b">Style</strong>: Appearance-related settings, including
frame and text colors, personalized logos, and launcher position
and shape.
</li>
<li class="li">
<strong class="ph b">Responses</strong>: Automated customer greetings,
business hours, and requested information are all configured
during the migration. Check these settings, and add a follow-up
message to be sent after a customer submits their details.
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title19" class="topic nested2" id="topic_bhp_5kz_x3c">
<h3 class="title topictitle3" id="ariaid-title19">Adding new capabilities</h3>
<div class="body">
<p class="p">Consider adding these features to improve functionality,
increase automation, support your agents, and speed up resolution
times:</p>
<ul class="ul" id="topic_bhp_5kz_x3c__ul_t54_ykz_x3c">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank"><strong class="ph b">Omnichannel routing</strong></a> is a
unified routing system to manage incoming requests from email, voice, and
messaging channels. Omnichannel routing works out of the box for messaging,
and is far more flexible and customizable than the standard messaging
routing options. It’s the recommended routing solution for messaging. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank"><strong class="ph b">AI agents</strong></a> are the next
generation of AI-powered bots that automate and resolve your customers’
issues across service channels. Using generative AI, AI agents can have
back-and-forth conversations with your customers, potentially resolving
requests without ever requiring a human agent. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7908817636378-About-agent-copilot" target="_blank"><strong class="ph b">Agent copilot</strong></a>
<strong class="ph b">(add on)</strong> provides AI-powered tools to enhance human agent
productivity, such as suggested first replies and macros, ticket summaries,
enhanced writing tools, and intelligent triage. </li>
</ul>
</div>
</div>
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