How migrating to messaging impacts Chat settings and capabilities

Support with

Live chat and messaging Team, Professional, or Enterprise








To use messaging, Zendesk Chat accounts must also have Zendesk
Support with the Agent Workspace enabled.

When you migrate from Zendesk Chat to messaging, a number of changes are made
to your Zendesk Chat functionality.
Administrators must make sure they perform the tasks described in Setting up Web Widget for messaging when using live chat and Web
Widget (Classic), in addition to any tasks described in this article.
This article discusses the following topics and areas impacted when messaging
is enabled:

Agent Workspace
Chat dashboard
Chat triggers
Chat routing
Chat reporting
Chat Conversation APIs



Agent Workspace

In the Agent Workspace, messaging creates a well-integrated UI for your agents, with
fewer limitations than Zendesk Chat.
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:

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.
No more than 8,000 concurrent conversations/with 200,000 total
conversations per day.
No more than 6,000 concurrent visitors with 300,000 total visitors
per day




Chat dashboard


Most of the features managed in the Chat dashboard have equivalent management
pages in Admin Center, or elsewhere in the Zendesk UI.
The following table lists the functionality areas in the Chat dashboard, and
where management of comparable messaging functionality is located.


Table 1.







Menu group in Chat dashboard

Messaging functionality or feature and location




Visitors > Simulate chat

Testing the end
user's messaging experience



Admin Center > Channels > Messaging and
social > Messaging > Test it now
button in channel preview.





Visitors > Ban visitor

Suspending
users


Admin Center > Channels > People > Team > Roles
(managing roles to allow user suspension)

Ticket UI or User profile (suspending
a messaging user)




History

Viewing user
history


Agent Workspace: Agent dashboard, custom
views, or customer
context







Analytics


Monitoring AI agent
activity and suggesting improvements


Admin Center > AI > AI agents > AI agents
> Insights dashboard in AI agent's page.


Monitoring live agent
activity

Explore dashboard





Monitor

Monitoring live agent
activity

Explore dashboard





Settings > Agents

Viewing and managing
agents

Admin Center > People > Team > Team
members






Settings > Departments


Viewing and managing
groups

Admin Center > People > Team >
Groups





Settings > Roles

Viewing and managing
roles

Admin Center > People > Team > Roles





Settings > Routing > Settings tab

Omnichannel
routing

Admin Center > Objects and rules >
Omnichannel routing &gt; Routing
configuration





Settings > Routing > Skills tab

Routing tickets
based on agent skills


Admin Center > Objects and rules > Business
rules > Skills





Settings > Shortcuts

Macros

Admin Center > Workspaces > Agent tools >
Macros





Settings > Banned

Viewing and managing
banned users


Agent Workspace: Customers > Suspended
users





Settings > Triggers

Messaging
triggers

Admin Center > Objects and rules > Messaging
triggers





Settings > Goals
N/A


Settings > Widget

Creating a messaging
Web Widget

Admin Center > Channels > Messaging and
social > Messaging





Settings > Personal

Viewing and editing
your user profile


Zendesk Support: Click profile icon





Settings > Account > Subscription

Viewing and managing
plan subscriptions


Admin Center > Account > Billing >
Subscription





Settings > Account > Zendesk Support

Managing messaging
transcript visibility

Admin Center > Objects and rules > Tickets >
Settings





Settings > Account > SLAs

SLA
policies

Admin Center > Objects and Rules > Business
rules > Service level agreements





Settings > Account > APIs and SDKs

Messaging in your
mobile channel

Admin Center > Channels > Messaging and
social > Messaging





Settings > Account > Email piping

Messaging
transcripts

Admin Center > Objects and rules > Tickets >
Settings





Settings > Account > Chat tags

Automatic ticket
tagging

Admin Center > Objects and rules > Tickets >
Settings





Settings > Account > File sending

Allowing attachments
and configuring permissions

Admin Center > Objects and rules > Tickets >
Settings





Settings > Account > Operating hours

Business
hours


Admin Center > Channels > Messaging and
social > Messaging > Responses section in
channel configuration





Settings > Account > Timezone

Setting a time
zone

Admin Center > Account > Appearance >
Localization





Settings > Account > Security

User authentication
in messaging

Admin Center > Account > Security > End user
authentication


Redacting credit
card numbers from tickets


Admin Center > Account > Security > More
settings > Zendesk Support tab












Chat triggers

If you want to apply automatic responses set up via Chat triggers to messaging conversations, you will need
to create new messaging triggers.
The process for setting up messaging triggers is identical as it is for Chat triggers
with the following exceptions:


Triggers are created and managed in Admin Center > Objects and rules >
Business rules > Messaging triggers, not on the Chat dashboard.
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.
Some routing-related actions are managed with ticket triggers.





Chat routing

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.
We recommend using omnichannel routing to direct messaging tickets to your
agents.
If you choose to use simple routing for messaging tickets, it is based on the Chat routing rules defined for your agents.



Chat reporting

Messaging reports are available on the Support dashboard in Zendesk
Explore. For more information, see Overview of the Zendesk Support dashboard.
Your account can leverage metrics associated with Tickets in the Support
dashboard and filter by messaging channels.
Key metrics include:

Estimate staffing - Volume of tickets created per channel, per group,
per time period
Monitor team’s performance - Number of tickets solved, Time to
resolution

To view messaging reports on the Support dashboard in Explore

Click the Zendesk Products icon ( ) in the top bar, then select Analytics.
In the Dashboards list, select Zendesk Support.




Note: 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.




Chat Conversation APIs

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.


Understanding the impact on CCAPI-based bots

Because the conversation bot and autoreplies are a central part of messaging
functionality, CCAPI-based chatbots are impacted when messaging is enabled and
they are prevented from being invoked.



Using chatbots with messaging

If you want to continue using a chatbot on a brand with messaging enabled, you
have a number of options:
Option 1 (recommended): Moving to Sunshine Conversation APIs
You can move your existing CCAPI integrations, including CCAPI-based chat bots,
to Sunshine Conversation APIs. If you choose this
option, we recommend you do so before migrating your account to messaging.
Option 2: Creating a Support trigger workaround
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: