About conversational support with messaging

<!DOCTYPE html> <html dir="ltr" lang="en-US"> <head> <meta charset="utf-8" />  <title>About conversational support with messaging – Zendesk help</title> <meta name="description" content="What's my plan? Articles in the series Messaging deployment guide: Introduction Part 1: About conversational support with messaging..." /><meta property="og:image" content="/hc/theming_assets/01HYGM5VSAM77T3GGMP6T0G2D8" /> <meta property="og:type" content="website" /> <meta property="og:site_name" content="Zendesk help" /> <meta property="og:title" content="About conversational support with messaging" /> <meta property="og:description" content="What's my plan? 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const container = document.getElementById("headerModule"); const props = { profileLink, darkModeSetting, localeSetting, settings, signedIn }; renderHeader(props, container); </script> <main role="main"> <div id='articlePage'></div> <div id='article-body' style="display: none;"> <div class="front-matter"> <div class="docs-wmp-link" style="text-align: right; font-size: 0.8em;"><a class="xref" href="/hc/en-us/articles/5411234991258-plan" target="_blank" rel="noopener">What's my plan?</a></div> <p class="banners"><img id="topic_rcg_1nc_gnb__image_nlh_z15_tlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_suite_all.png" alt="Available on all Suite plans"></p> </div> <div class="container"> <div class="row"> <div class="col-md-3"> <p class="sidenav-heading">Articles in the series</p> <ul class="nav nav-underline flex-column"> <li class="li"><a class="nav-link" href="/hc/en-us/articles/5746900266906" target="_blank" rel="noopener">Messaging deployment guide: Introduction</a></li> <li class="li">Part 1: About conversational support with messaging</li> <li class="li"><a class="nav-link" href="/hc/en-us/articles/5746068733338" target="_blank" rel="noopener">Part 2: Designing your conversational messaging workflow</a></li> <li class="li"><a class="nav-link" href="/hc/en-us/articles/5746038824346" target="_blank" rel="noopener">Part 3: Planning your staffing and operational requirements for messaging</a></li> <li class="li"><a class="nav-link" href="/hc/en-us/articles/5746034323866" target="_blank" rel="noopener">Part 4: Rolling out conversational messaging support</a></li> </ul> </div> <div class="col-md-9"> <div class="body"> <p class="p">Messaging lets you have rich conversations with your customers that are persistent, with full context and history. When you enable messaging, you can connect it to your website or help center, mobile apps, and third-party channels, making it easy for your customers to self-serve or connect with your agents.</p> <p class="p">As your support needs grow, you may want to automate some of this communication, such as offering a simple greeting before handing the customer over to an agent, deflecting inquiries using knowledge base articles, or extensive customized conversation flows. Many users find that the right balance for them is somewhere in the middle, between no automation and extensive conversation bot flows.</p> <p class="p">This article provides an overview of what messaging can do, the channels you can use to deliver messaging to your customers, and guidance on how to get started.</p> <p class="p">This article includes the following sections:</p> <div class="p"> <ul id="topic_rcg_1nc_gnb__ul_d1c_2nc_gnb" class="ul"> <li class="li"><a class="xref" href="#topic_idc_qnc_gnb">Understanding messaging</a></li> <li class="li"><a class="xref" href="#topic_dk3_rnc_gnb">Requirements and limitations</a></li> <li class="li"><a class="xref" href="#topic_srz_xb4_crb">Next steps</a></li> </ul> </div> </div> <div id="topic_idc_qnc_gnb" class="topic nested1" aria-labelledby="ariaid-title2"> <h2 id="ariaid-title2" class="title topictitle2">Understanding messaging</h2> <div class="body"> <p class="p"><img id="topic_idc_qnc_gnb__image_wk2_cbt_jnb" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/messaging_workspace_example.png" width="600"></p> <div class="bodydiv"> <p class="p" dir="ltr">Messaging allows you to support multiple conversational styles, from real-time chat functionality to asynchronous communication with your customers. It's easily scalable and highly customizable.</p> Messaging provides the following features and benefits: <ul id="topic_idc_qnc_gnb__ul_cqg_fg5_5zb" class="ul"> <li class="li"> <strong class="ph b">Multiple channels.</strong> You can communicate with users seamlessly across your <a class="xref" href="/hc/en-us/articles/4408827701530" target="_blank" rel="noopener">website</a>, <a class="xref" href="/hc/en-us/articles/4408827701530" target="_blank" rel="noopener">help centers</a>, <a class="xref" href="/hc/en-us/articles/4408827701530" target="_blank" rel="noopener">mobile apps</a>, and <a class="xref" href="/hc/en-us/articles/4408831648794" target="_blank" rel="noopener">social messaging</a> channels. Choose which channels you support so you can connect with and support customers wherever they are.</li> <li class="li"> <strong class="ph b">Persistent conversations.</strong> Agents and end users can interact multiple times over a period of time, across different channels, all within a single conversation. This makes it easier to refer to earlier interactions and avoid asking users to repeat themselves. The increased efficiency benefits agents and end uses alike.</li> <li class="li"> <strong class="ph b">Ticket creation</strong>. Tickets are generated for requests received through messaging channels, enabling agents to follow up on more complex requests through Zendesk Support when needed.</li> <li class="li"> <strong class="ph b">Integrate with the Zendesk Agent Workspace.</strong> Agents can use familiar productivity aids within the Agent Workspace to handle messaging conversations, similar to traditional channels such as email. They can respond to customers at any time and continue where they left off, and the conversation history provides agents with additional context when needed without asking the user to repeat themselves.</li> <li class="li"> <strong class="ph b">Conversational automations and bots.</strong> Automations and bots can enhance your customer experience by automating deflection options and triaging support issues before (or instead of) handing the conversation over to live agents. Customers benefit from the opportunity to self-solve their issues.</li> <li class="li"> <strong class="ph b">Extensive customization options</strong>. Admins can quickly set up messaging channels in Admin Center. Then, depending on how much automation they want to implement in their conversational messaging workflow, they can use the <a class="xref" href="/hc/en-us/articles/4408836323738" target="_blank" rel="noopener">bot builder</a> to create interactive conversation bots to greet customers, offer relevant article suggestions, gather information, and more.</li> </ul> </div> </div> </div> <div id="topic_dk3_rnc_gnb" class="topic nested1" aria-labelledby="ariaid-title3"> <h2 id="ariaid-title3" class="title topictitle2">Requirements and limitations</h2> <div class="body"> <p class="p" dir="ltr">Your account must meet the following requirements to be eligible to turn on messaging.</p> <ul id="topic_dk3_rnc_gnb__ul_kbs_l3m_jnb" class="ul"> <li class="li" dir="ltr">You must have one of the following plans: <ul id="topic_dk3_rnc_gnb__ul_mpc_5n5_5zb" class="ul"> <li class="li">Any Zendesk Suite plan <p class="p">or</p> </li> <li class="li">Support + Chat subscriptions with a Team plan or above <div class="note note"> <span class="notetitle">Note:</span> Some channels require a Zendesk Suite plan.</div> </li> </ul> </li> <li class="li">The Zendesk Agent workspace must be <a class="xref" href="/hc/en-us/articles/4581758611866" target="_blank" rel="noopener">activated</a>.</li> <li class="li">You must have at least one team member assigned to a Chat role. See <a class="xref" href="/hc/en-us/articles/4408882929946" target="_blank" rel="noopener">About Staff roles in Zendesk Admin Center</a>.</li> <li class="li">You must deactivate any social messaging integrations you configured previously. See <a class="xref" href="/hc/en-us/articles/4408839268378" target="_blank" rel="noopener">Social and third-party messaging resources</a>.</li> </ul> <p class="p" dir="ltr">Additionally, we recommend you have an account with an active, public-facing help center. Having at least 10 published articles that cover common questions allows you to use bots to <a class="xref" href="/hc/en-us/articles/4408820349850" target="_blank" rel="noopener">recommend relevant articles</a> from your help center.</p> </div> </div> <div id="topic_srz_xb4_crb" class="topic nested1" aria-labelledby="ariaid-title4"> <h2 id="ariaid-title4" class="title topictitle2">Next steps</h2> <div class="body"> <p class="p">Walk through the <a class="xref" href="/hc/en-us/articles/5746900266906" target="_blank" rel="noopener">Messaging deployment guide</a>. The next article in the series is <a class="xref" href="/hc/en-us/articles/5746068733338" target="_blank" rel="noopener">Designing your conversational messaging workflow,</a> which will help ensure you're making informed decisions, are prepared with the necessary information when configuring your messaging workflows, and have clear next steps along the way.</p> <div class="note note"> <span class="notetitle">Note:</span> If you've been using live chat and want to transition to messaging, start with <a class="xref" href="/hc/en-us/articles/4408845841946-Resources-for-migrating-from-live-chat-to-messaging" target="_blank" rel="noopener">Resources for migrating from live chat to messaging</a> instead.</div> </div> </div> </div> </div> </div> <p> <script> let link = document.createElement('link'); link.rel = 'stylesheet'; link.href = 'https://cdn.jsdelivr.net/npm/bootstrap@5.3.3/dist/css/bootstrap.min.css'; link.integrity = 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data-helper="comment-actions" data-json="{"comment_id":4408842588698,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div></div> <div id="actions_comment_4408842587546"><div data-helper="comment-actions" data-json="{"comment_id":4408842587546,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div></div> <div id="actions_comment_4408849595802"><div data-helper="comment-actions" data-json="{"comment_id":4408849595802,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div></div> <div id="actions_comment_4408842586778"><div data-helper="comment-actions" data-json="{"comment_id":4408842586778,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div></div> <div id="actions_comment_4408842585626"><div data-helper="comment-actions" data-json="{"comment_id":4408842585626,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div></div> <div id="actions_comment_4408849592858"><div data-helper="comment-actions" data-json="{"comment_id":4408849592858,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div></div> <div id="actions_comment_4408842584602"><div data-helper="comment-actions" data-json="{"comment_id":4408842584602,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div></div> <div id="actions_comment_4408849591834"><div data-helper="comment-actions" data-json="{"comment_id":4408849591834,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div></div> <div id="actions_comment_4408842584218"><div data-helper="comment-actions" data-json="{"comment_id":4408842584218,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div></div> </div> <div id="commentFormZ2" style="display: none"> </div> <script type='module'> import { renderArticlePage } from 'articlePage'; let voteUp = ''; let voteDown = ''; voteUp = `<button type="button" class="" data-auth-action="signin" aria-label="This article was helpful" aria-pressed="false">Yes</button>`; voteDown = `<button type="button" class="" data-auth-action="signin" aria-label="This article was not helpful" aria-pressed="false">No</button>`; let author_badges = []; author_badges.push({ category_slug: "titles", name: "Zendesk Documentation Team", description: "" }); let contentTagItems = []; const comments = []; let commentAuthorBadges = []; commentAuthorBadges = []; commentAuthorBadges.push({ category_slug: "titles", name: "Community Moderator", description: "" }); comments.push({ id: 4408849623450, anchor: "comment_4408849623450", author: {"name":"Thomas D'Hoe","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/1260912660709/profile_image_1263169205570_10557657.png","signed_in":false,"id":1263169205570,"role":"anonymous","organizations":[],"badges":[{"id":"01FJM3JTW3AZVGHRHVP2DC8V0H","name":"Community Moderator","description":"","category_slug":"titles","icon_url":null,"assigned_at":"2021-11-03T21:26:56Z"}]}, created_at: "2021-02-05T06:42:01Z", updated_at: "2024-03-30T13:45:50Z", body: "\u003cp\u003eHi, is this only available for public helpcenters? Or also for redtricted helpcenters? \u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408849623450,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 1, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; comments.push({ id: 4408842607130, anchor: "comment_4408842607130", author: {"name":"Kelly","url":null,"agent":false,"avatar_url":"https://secure.gravatar.com/avatar/3d187cb509d5f077c80126818001d500?default=https%3A%2F%2Fassets.zendesk.com%2Fhc%2Fassets%2Fdefault_avatar.png\u0026r=g","signed_in":false,"id":1263213801889,"role":"anonymous","organizations":[],"badges":[]}, created_at: "2021-02-08T21:03:48Z", updated_at: "2022-02-07T10:36:42Z", body: "\u003cp\u003eWhat reporting metrics are available in Explore? Is there a way to see how many people go through the flow?\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408842607130,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 0, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; comments.push({ id: 4408849622170, anchor: "comment_4408849622170", author: {"name":"Dave Dyson","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/1260915860529/Dave_pic.jpeg","signed_in":false,"id":1263082116169,"role":"anonymous","organizations":[],"badges":[]}, created_at: "2021-02-12T20:46:59Z", updated_at: "2022-02-07T10:36:42Z", body: "\u003cp\u003eHi \u003cspan\u003e@...\u003c/span\u003e, your Help Center needs to be public to use Messaging.\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408849622170,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 1, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; comments.push({ id: 4408849621402, anchor: "comment_4408849621402", author: {"name":"Dave Dyson","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/1260915860529/Dave_pic.jpeg","signed_in":false,"id":1263082116169,"role":"anonymous","organizations":[],"badges":[]}, created_at: "2021-02-12T20:54:23Z", updated_at: "2024-03-30T13:45:55Z", body: "\u003cdiv\u003e\n\u003cp\u003eHi 421710464994, Here's where you can find messaging reports in the Support Dashboard:\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"https://support.zendesk.com/hc/en-us/articles/360057909933-How-Zendesk-messaging-impacts-Chat-beta-#topic_hmk_5km_jnb\" rel=\"nofollow noreferrer\"\u003eChat reporting\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eIf you're on the Enterprise Suite plan with Explore Enterprise, you'll also have access to live data widgets that include messaging: \u003ca href=\"https://support.zendesk.com/hc/en-us/articles/360052761954#ariaid-title5\" rel=\"nofollow noreferrer\"\u003eLive data widgets for Explore dashboards\u003c/a\u003e\u003c/p\u003e\n\u003c/div\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408849621402,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 1, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; comments.push({ id: 4408849621018, anchor: "comment_4408849621018", author: {"name":"Daniel Merriott","url":null,"agent":false,"avatar_url":"https://secure.gravatar.com/avatar/68103afeea70e46e22d4d1e2b2b3dd5c?default=https%3A%2F%2Fassets.zendesk.com%2Fhc%2Fassets%2Fdefault_avatar.png\u0026r=g","signed_in":false,"id":1263758718950,"role":"anonymous","organizations":[],"badges":[]}, created_at: "2021-02-14T20:51:24Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eHi is this possible to enable for a trial account please? I have a Suite trial with a public help centre and agent workspace enabled but I don't see any options to access or configure messenger.\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408849621018,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 0, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; commentAuthorBadges.push({ category_slug: "titles", name: "Zendesk Product Manager", description: "" }); comments.push({ id: 4408849620378, anchor: "comment_4408849620378", author: {"name":"Miranda Burford","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/1900042679144/MirandaBurford-square.jpg","signed_in":false,"id":1263082268129,"role":"anonymous","organizations":[],"badges":[{"id":"01FJA7WXDXZ88AKS5HEVXM5KN9","name":"Zendesk Product Manager","description":"","category_slug":"titles","icon_url":null,"assigned_at":"2021-11-04T19:20:56Z"}]}, created_at: "2021-02-15T01:09:19Z", updated_at: "2023-03-29T13:44:59Z", body: "\u003cp\u003eHi \u003cspan\u003e@...\u003c/span\u003e,\u003c/p\u003e\n\u003cp\u003eYou should be able to enable messaging on a Suite trial account.聽 If you haven't already, please try disabling \u0026amp; enabling Agent Workspace to see if that helps (that's worked for others).聽 If not, please let me know and I'll create a ticket so we can investigate your subdomain.\u003c/p\u003e\n\u003cp\u003eThanks,\u003c/p\u003e\n\u003cp\u003e- Miranda.\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408849620378,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 0, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; comments.push({ id: 4408842605338, anchor: "comment_4408842605338", author: {"name":"Daniel Merriott","url":null,"agent":false,"avatar_url":"https://secure.gravatar.com/avatar/f8c18631a126d931cf4e05ca375bc699?default=https%3A%2F%2Fassets.zendesk.com%2Fhc%2Fassets%2Fdefault_avatar.png\u0026r=g","signed_in":false,"id":1263213804269,"role":"anonymous","organizations":[],"badges":[]}, created_at: "2021-02-15T02:32:39Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eHi \u003cspan\u003e@...\u003c/span\u003e. That has indeed helped - thanks very much!\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408842605338,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 0, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; comments.push({ id: 4408842604186, anchor: "comment_4408842604186", author: {"name":"Dream","url":null,"agent":false,"avatar_url":"https://secure.gravatar.com/avatar/aa359d2be67d8303105fb79a3e967720?default=https%3A%2F%2Fassets.zendesk.com%2Fhc%2Fassets%2Fdefault_avatar.png\u0026r=g","signed_in":false,"id":1263169173770,"role":"anonymous","organizations":[],"badges":[]}, created_at: "2021-03-02T06:43:09Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eMy instance does not have an attach file button at Zendesk Messaging Widget. How could I get that button?\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408842604186,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 1, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; commentAuthorBadges.push({ category_slug: "titles", name: "Zendesk Product Manager", description: "" }); comments.push({ id: 4408849616666, anchor: "comment_4408849616666", author: {"name":"Miranda Burford","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/1900042679144/MirandaBurford-square.jpg","signed_in":false,"id":1263082268129,"role":"anonymous","organizations":[],"badges":[{"id":"01FJA7WXDXZ88AKS5HEVXM5KN9","name":"Zendesk Product Manager","description":"","category_slug":"titles","icon_url":null,"assigned_at":"2021-11-04T19:20:56Z"}]}, created_at: "2021-03-04T05:03:06Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eHi \u003cspan\u003e@...\u003c/span\u003e,\u003c/p\u003e\n\u003cp\u003eUnfortunately, we don't support the ability for end users to upload files/attachments as yet.聽 It's on our roadmap for future consideration and will likely be released sometime around the middle of the year.\u003c/p\u003e\n\u003cp\u003eThanks,\u003c/p\u003e\n\u003cp\u003e- Miranda.\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408849616666,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 2, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; comments.push({ id: 4408849615002, anchor: "comment_4408849615002", author: {"name":"Maksym Bukshovan","url":null,"agent":false,"avatar_url":"https://secure.gravatar.com/avatar/659e4e6ffe7ea535ca359dbf926f86ad?default=https%3A%2F%2Fassets.zendesk.com%2Fhc%2Fassets%2Fdefault_avatar.png\u0026r=g","signed_in":false,"id":1265063353870,"role":"anonymous","organizations":[],"badges":[]}, created_at: "2021-06-08T12:56:00Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eHi Team.\u003c/p\u003e\n\u003cp\u003e\u003cbr\u003eWe are currently integrating Zendesk Messaging into our app and I have one question.\u003cbr\u003eIs it possible for agent to write first ? What I'm asking. When user enters the app , agent sends him some message even before user enters chat ViewController.\u003c/p\u003e\n\u003cp\u003eThank's\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408849615002,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 0, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; commentAuthorBadges.push({ category_slug: "titles", name: "Zendesk Customer Care ", description: "" }); comments.push({ id: 4408849612186, anchor: "comment_4408849612186", author: {"name":"Cheeny Aban","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/1260907708249/96DE985D-7A96-4311-9F5D-8B5BB621FDC6.png","signed_in":false,"id":1263082100029,"role":"anonymous","organizations":[],"badges":[{"id":"01FJA7Y612FMTG1RG6DR614QCQ","name":"Zendesk Customer Care ","description":"","category_slug":"titles","icon_url":null,"assigned_at":"2021-10-18T17:47:14Z"}]}, created_at: "2021-06-19T15:31:16Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cdiv\u003e\n\u003cp\u003eHi Maksym,\u003c/p\u003e\n\u003cp\u003eAs of the moment, there is no native way to send proactive messages to the customers once they entered the app or your site. We can only send proactive messages once the customer loaded the widget. But we understand your need for this functionality so we will be marking this comment as Product Feedback.\u003c/p\u003e\n\u003cp\u003eWe truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.\u003c/p\u003e\n\u003c/div\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408849612186,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: -1, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; comments.push({ id: 4408849610906, anchor: "comment_4408849610906", author: {"name":"Tomoya Kitayama","url":null,"agent":false,"avatar_url":"https://assets.zendesk.com/hc/assets/default_avatar.png","signed_in":false,"id":1266432181369,"role":"anonymous","organizations":[],"badges":[]}, created_at: "2021-07-06T03:33:43Z", updated_at: "2023-01-10T21:17:44Z", body: "\u003cp\u003eHi,\u003c/p\u003e\n\u003cp\u003eCan you update the roadmap of this article?\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eNo user authentication\u003c/strong\u003e: It is not currently possible for a business to verify the identity of a user. We expect to remove this limitation, and provide user authentication capabilities in Q2, 2021.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eWe really want to use this feature, but Q2 is over now.\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408849610906,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 2, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; commentAuthorBadges.push({ category_slug: "titles", name: "Zendesk Product Manager", description: "" }); comments.push({ id: 4408842595482, anchor: "comment_4408842595482", author: {"name":"Miranda Burford","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/1900042679144/MirandaBurford-square.jpg","signed_in":false,"id":1263082268129,"role":"anonymous","organizations":[],"badges":[{"id":"01FJA7WXDXZ88AKS5HEVXM5KN9","name":"Zendesk Product Manager","description":"","category_slug":"titles","icon_url":null,"assigned_at":"2021-11-04T19:20:56Z"}]}, created_at: "2021-07-06T04:41:39Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eHi \u003cspan\u003e@...\u003c/span\u003e,\u003c/p\u003e\n\u003cp\u003eThank you for alerting us to this!聽 Authentication is now planned to be delivered by the end of Q3 2021.聽 We'll make sure this article gets updated.\u003c/p\u003e\n\u003cp\u003eThanks,\u003c/p\u003e\n\u003cp\u003e- Miranda.\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408842595482,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 1, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; comments.push({ id: 4408849609114, anchor: "comment_4408849609114", author: {"name":"CJ Johnson","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/1900042426004/profile_image_1263213802069_10557657.png","signed_in":false,"id":1263213802069,"role":"anonymous","organizations":[],"badges":[]}, created_at: "2021-07-20T18:27:44Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eHow do agents pick up Messages? Do they still see the flashing icon that a new \"Message\" is waiting, like they did for chat?聽\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408849609114,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 0, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; commentAuthorBadges.push({ category_slug: "titles", name: "Zendesk Documentation Team", description: "" }); comments.push({ id: 4408849606682, anchor: "comment_4408849606682", author: {"name":"Aimee Spanier","url":null,"agent":true,"avatar_url":"https://support.zendesk.com/system/photos/1260921680190/aimeebricks.jpeg","signed_in":false,"id":1263082050629,"role":"anonymous","organizations":[],"badges":[{"id":"01FJN2KHJGCQV3MHW7XQHS95QZ","name":"Zendesk Documentation Team","description":"","category_slug":"titles","icon_url":null,"assigned_at":"2021-11-02T21:40:54Z"}]}, created_at: "2021-07-20T19:57:39Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eHi, \u003ca href=\"/hc/en-us/profiles/420860762414-CJ-Johnson\" rel=\"nofollow noreferrer\"\u003eCJ Johnson\u003c/a\u003e. You can find the information about the agent UI for messaging in \u003ca href=\"/hc/en-us/articles/360055902354-Agent-Workspace-for-Zendesk-messaging\" target=\"_blank\" rel=\"nofollow noreferrer\"\u003eAgent Workspace for Zendesk messaging\u003c/a\u003e.\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408849606682,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 0, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; commentAuthorBadges.push({ category_slug: "titles", name: "Community Moderator", description: "" }); comments.push({ id: 4408849603866, anchor: "comment_4408849603866", author: {"name":"Thomas D'Hoe","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/1260912660709/profile_image_1263169205570_10557657.png","signed_in":false,"id":1263169205570,"role":"anonymous","organizations":[],"badges":[{"id":"01FJM3JTW3AZVGHRHVP2DC8V0H","name":"Community Moderator","description":"","category_slug":"titles","icon_url":null,"assigned_at":"2021-11-03T21:26:56Z"}]}, created_at: "2021-07-20T19:58:17Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eHi CJ Johnson,\u003c/p\u003e\n\n\u003cp\u003eYes they do! \u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408849603866,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 0, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; comments.push({ id: 4408842592026, anchor: "comment_4408842592026", author: {"name":"Akhila","url":null,"agent":false,"avatar_url":"https://secure.gravatar.com/avatar/7a05aac67d6dfc0447477c02aafbe69e?default=https%3A%2F%2Fassets.zendesk.com%2Fhc%2Fassets%2Fdefault_avatar.png\u0026r=g","signed_in":false,"id":1265067130530,"role":"anonymous","organizations":[],"badges":[]}, created_at: "2021-08-05T00:23:02Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eWe are currently integrating Zendesk Messaging into our app, how I add聽 show/hide/activate methods in the web widget in my current page. is聽 there any option for hiding the messaging launcher?\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408842592026,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 1, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; commentAuthorBadges.push({ category_slug: "titles", name: "Zendesk Product Manager", description: "" }); comments.push({ id: 4408849602330, anchor: "comment_4408849602330", author: {"name":"Miranda Burford","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/1900042679144/MirandaBurford-square.jpg","signed_in":false,"id":1263082268129,"role":"anonymous","organizations":[],"badges":[{"id":"01FJA7WXDXZ88AKS5HEVXM5KN9","name":"Zendesk Product Manager","description":"","category_slug":"titles","icon_url":null,"assigned_at":"2021-11-04T19:20:56Z"}]}, created_at: "2021-08-05T05:15:12Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eHi \u003cspan\u003e@...\u003c/span\u003e,\u003c/p\u003e\n\u003cp\u003eYou can find the messaging Web SDK APIs here, \u003ca href=\"https://developer.zendesk.com/documentation/zendesk-sdks/sdks/web/sdk_api_reference/.%C2%A0\" rel=\"nofollow noreferrer\"\u003ehttps://developer.zendesk.com/documentation/zendesk-sdks/sdks/web/sdk_api_reference/.聽\u003c/a\u003e Open \u0026amp; Close may work for your use case today.聽 We are planning to introduce a way to hide the messaging launcher later in the year (via a new Admin setting) so you should be able to use that in conjunction with the open \u0026amp; close APIs to meet your needs then.\u003c/p\u003e\n\u003cp\u003e- Miranda.\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408849602330,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 1, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; comments.push({ id: 4408842590746, anchor: "comment_4408842590746", author: {"name":"Tomoya Kitayama","url":null,"agent":false,"avatar_url":"https://assets.zendesk.com/hc/assets/default_avatar.png","signed_in":false,"id":1266432181369,"role":"anonymous","organizations":[],"badges":[]}, created_at: "2021-08-05T06:48:14Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eHi \u003cspan\u003e@...\u003c/span\u003e\u003cbr\u003e\u003cbr\u003eIt is possible to set user email to the messenger email input box via API or cookie?\u003cbr\u003e\u003ca href=\"https://developer.zendesk.com/documentation/zendesk-sdks/sdks/web/sdk_api_reference/\" rel=\"nofollow noreferrer\"\u003ehttps://developer.zendesk.com/documentation/zendesk-sdks/sdks/web/sdk_api_reference/\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eOur system has user email, and we want to avoid this user process, system set it automatically.\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408842590746,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 0, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; comments.push({ id: 4408842589850, anchor: "comment_4408842589850", author: {"name":"Akhila","url":null,"agent":false,"avatar_url":"https://secure.gravatar.com/avatar/7a05aac67d6dfc0447477c02aafbe69e?default=https%3A%2F%2Fassets.zendesk.com%2Fhc%2Fassets%2Fdefault_avatar.png\u0026r=g","signed_in":false,"id":1265067130530,"role":"anonymous","organizations":[],"badges":[]}, created_at: "2021-08-05T06:48:41Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eHi Miranda,\u003c/p\u003e\n\u003cp\u003eThank you very much!. show and hide options are work. is possible to send the customer details dynamically to a ticket in Zendesk messaging like automatically filled the user email /phone in the web page.\u003c/p\u003e\n\u003cp\u003e聽\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408842589850,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 0, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; commentAuthorBadges.push({ category_slug: "titles", name: "Zendesk Customer Care ", description: "" }); comments.push({ id: 4408849599002, anchor: "comment_4408849599002", author: {"name":"Shayne Traque帽a","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/1260909163230/IMG_1211.JPG","signed_in":false,"id":1263082336949,"role":"anonymous","organizations":[],"badges":[{"id":"01FJA7Y612FMTG1RG6DR614QCQ","name":"Zendesk Customer Care ","description":"","category_slug":"titles","icon_url":null,"assigned_at":"2021-10-22T21:43:22Z"}]}, created_at: "2021-08-06T00:28:08Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cdiv\u003e\n\u003cp\u003eHi Akhila,\u003c/p\u003e\n\u003cp\u003eIt will be possible to use custom launchers with the new Messaging Web Widget but it will be a slightly different implementation to the classic Web Widget and is not live in production yet. As mentioned by my colleague, the messaging launcher will be implemented later in the year.\u003c/p\u003e\n\u003cp\u003eI hope this helps!\u003c/p\u003e\n\u003cp\u003e--\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eShayne\u003c/strong\u003e\u003c/p\u003e\n\u003c/div\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408849599002,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 0, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; commentAuthorBadges.push({ category_slug: "titles", name: "Zendesk Product Manager", description: "" }); comments.push({ id: 4408842588698, anchor: "comment_4408842588698", author: {"name":"Miranda Burford","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/1900042679144/MirandaBurford-square.jpg","signed_in":false,"id":1263082268129,"role":"anonymous","organizations":[],"badges":[{"id":"01FJA7WXDXZ88AKS5HEVXM5KN9","name":"Zendesk Product Manager","description":"","category_slug":"titles","icon_url":null,"assigned_at":"2021-11-04T19:20:56Z"}]}, created_at: "2021-08-06T00:35:16Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eHi \u003cspan\u003e@...\u003c/span\u003e聽\u0026amp; \u003cspan\u003e@...\u003c/span\u003e,\u003c/p\u003e\n\u003cp\u003eYou've both asked the same question here about intelligently pre-filling customer data within messaging.聽 Messaging doesn't support authentication as yet but we have plans to do so later this year.聽 This will include an API that you can use to identify users and pre-fill customer data.\u003c/p\u003e\n\u003cp\u003eHope this helps!\u003c/p\u003e\n\u003cp\u003e- Miranda.\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408842588698,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 1, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; comments.push({ id: 4408842587546, anchor: "comment_4408842587546", author: {"name":"袙褟褔械褋谢邪胁小泻芯褉斜械卸","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/5299145941530/avatar-1673430591.jpeg","signed_in":false,"id":1263213537929,"role":"anonymous","organizations":[],"badges":[]}, created_at: "2021-09-30T08:12:33Z", updated_at: "2022-06-25T05:33:24Z", body: "\u003cp\u003e\u003cspan\u003e@...\u003c/span\u003e Is it possible to make Answer Bot unactive if user's language is not supported? I mean not to ask customer \"please try to rephrase\"?\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408842587546,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 1, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; commentAuthorBadges.push({ category_slug: "titles", name: "Zendesk Customer Care ", description: "" }); comments.push({ id: 4408849595802, anchor: "comment_4408849595802", author: {"name":"Giuseppe","url":null,"agent":false,"avatar_url":"https://secure.gravatar.com/avatar/f19f925cbc8782690e03723b3c5a6c0a?default=https%3A%2F%2Fassets.zendesk.com%2Fhc%2Fassets%2Fdefault_avatar.png\u0026r=g","signed_in":false,"id":1263082152409,"role":"anonymous","organizations":[],"badges":[{"id":"01FJA7Y612FMTG1RG6DR614QCQ","name":"Zendesk Customer Care ","description":"","category_slug":"titles","icon_url":null,"assigned_at":"2021-11-16T22:06:58Z"}]}, created_at: "2021-10-05T09:15:11Z", updated_at: "2022-01-03T10:06:37Z", body: "\u003cp\u003eHi Slava,\u003c/p\u003e\n\u003cp\u003eLooks like this option is not possible natively, but there is a system in place for translation-related workflows in Flow Builder which is the Automatic Translation:\u003c/p\u003e\n\u003cp\u003e\u003cimg src=\"/hc/user_images/2Mc4y1tZXazRmO1JOALQLQ.png\"\u003e\u003c/p\u003e\n\u003cp\u003e聽\u003c/p\u003e\n\u003cp\u003eThis can be accessed by following the instructions below:\u003c/p\u003e\n\u003col\u003e\n\u003cli\u003eIn聽\u003ca href=\"/hc/en-us/articles/217743418\" target=\"_blank\" rel=\"nofollow noreferrer\"\u003eAdmin Center\u003c/a\u003e, click the聽\u003cstrong\u003eChannels\u003c/strong\u003e聽icon () in the sidebar, then select聽\u003cstrong\u003eBots and automations \u0026gt; Bots\u003c/strong\u003e.\u003c/li\u003e\n\u003cli\u003eLocate the brand for the flow you want to update, and click聽\u003cstrong\u003eEdit flow\u003c/strong\u003e.\u003c/li\u003e\n\u003cli\u003eCreate your flow in its聽\u003ca href=\"/hc/en-us/articles/1500000265141-Managing-languages-in-Flow-Builder#topic_rzn_3cj_bpb\" rel=\"nofollow noreferrer\"\u003eselected default language\u003c/a\u003e.\u003c/li\u003e\n\u003cli\u003eAt the bottom of the page, click聽\u003cstrong\u003eSettings\u003c/strong\u003e.\u003c/li\u003e\n\u003cli\u003eClick the box to enable automatic translation.\u003c/li\u003e\n\u003cli\u003eClick聽\u003cstrong\u003ePublish\u003c/strong\u003e聽at the bottom of the page.\u003c/li\u003e\n\u003c/ol\u003e\n\u003cp\u003eHow this'll work is, the Answer Bot messages will be translated automatically based on the user's selected browser language, so this should prevent/lessen language issues when interacting with the Answer Bot.\u003c/p\u003e\n\u003cp\u003eFor more information, see \u003ca href=\"/hc/en-us/articles/1500000265141-Managing-languages-in-Flow-Builder#topic_ddp_kcj_bpb\" target=\"_blank\" rel=\"nofollow noreferrer\"\u003eEnabling automatic translation in Flow Builder\u003c/a\u003e\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408849595802,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 0, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; commentAuthorBadges.push({ category_slug: "titles", name: "Zendesk Product Manager", description: "" }); comments.push({ id: 4408842586778, anchor: "comment_4408842586778", author: {"name":"Miranda Burford","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/1900042679144/MirandaBurford-square.jpg","signed_in":false,"id":1263082268129,"role":"anonymous","organizations":[],"badges":[{"id":"01FJA7WXDXZ88AKS5HEVXM5KN9","name":"Zendesk Product Manager","description":"","category_slug":"titles","icon_url":null,"assigned_at":"2021-11-04T19:20:56Z"}]}, created_at: "2021-10-06T00:20:39Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eHi \u003ca href=\"/hc/en-us/profiles/403483907874-Slava-Skorbezh\" rel=\"nofollow noreferrer\"\u003eSlava Skorbezh\u003c/a\u003e,\u003c/p\u003e\n\u003cp\u003eAs \u003ca href=\"/hc/en-us/profiles/423598467313-Giuseppe\" rel=\"nofollow noreferrer\"\u003eGiuseppe\u003c/a\u003e聽mentioned, this isn't possible today but it is something that is being considered for the product roadmap within 2022.\u003c/p\u003e\n\u003cp\u003eThanks,\u003c/p\u003e\n\u003cp\u003e- Miranda.\u003c/p\u003e\n\u003cp\u003e聽\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408842586778,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 1, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; comments.push({ id: 4408842585626, anchor: "comment_4408842585626", author: {"name":"Blake Eddins","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/1900063538344/profile_image_1265100910689_10557657.jpg","signed_in":false,"id":1265100910689,"role":"anonymous","organizations":[],"badges":[]}, created_at: "2021-10-06T00:26:36Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eHi Miranda,\u003cbr\u003e\u003cbr\u003e3 months ago you wrote about authentication being delivered by end of Q3.聽 Hoping you have good news on the status of this feature.聽 Thank you!\u003c/p\u003e\n\u003cblockquote\u003e\n\u003cp\u003eHi聽\u003ca href=\"/hc/en-us/profiles/1263370135610-Tomoya-Kitayama\" rel=\"nofollow noreferrer\"\u003eTomoya Kitayama\u003c/a\u003e,\u003c/p\u003e\n\u003cp\u003eThank you for alerting us to this!聽 Authentication is now planned to be delivered by the end of Q3 2021.聽 We'll make sure this article gets updated.\u003c/p\u003e\n\u003cp\u003eThanks,\u003c/p\u003e\n\u003cp\u003e- Miranda.\u003c/p\u003e\n\u003c/blockquote\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408842585626,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 0, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; comments.push({ id: 4408849592858, anchor: "comment_4408849592858", author: {"name":"袙褟褔械褋谢邪胁小泻芯褉斜械卸","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/5299145941530/avatar-1673430591.jpeg","signed_in":false,"id":1263213537929,"role":"anonymous","organizations":[],"badges":[]}, created_at: "2021-10-06T08:31:36Z", updated_at: "2022-10-19T23:59:07Z", body: "\u003cp\u003e\u003cspan\u003e@...\u003c/span\u003e聽\u003cspan\u003e@...\u003c/span\u003e聽Thanks for your answers. As for now, Messaging doesn't support even languages that legacy Zendesk products support. Our clients are chatting with us mostly in Ukrainian, Russian and English. The Ukrainian language is supported by Zendesk Chat, Zendesk Guide and Agent Workspace. But still no support in Messaging. It would be great to use Messaging as a product, of course with limitations for such languages (I mean hard-coded flows including CSAT collection).聽\u003c/p\u003e\n\u003cp\u003e聽\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408849592858,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 2, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; commentAuthorBadges.push({ category_slug: "titles", name: "Zendesk Product Manager", description: "" }); comments.push({ id: 4408842584602, anchor: "comment_4408842584602", author: {"name":"Miranda Burford","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/1900042679144/MirandaBurford-square.jpg","signed_in":false,"id":1263082268129,"role":"anonymous","organizations":[],"badges":[{"id":"01FJA7WXDXZ88AKS5HEVXM5KN9","name":"Zendesk Product Manager","description":"","category_slug":"titles","icon_url":null,"assigned_at":"2021-11-04T19:20:56Z"}]}, created_at: "2021-10-06T22:25:48Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eHi Blake E.,\u003c/p\u003e\n\u003cp\u003eNice to hear from you.\u003c/p\u003e\n\u003cblockquote\u003e\n\u003cp\u003e3 months ago you wrote about authentication being delivered by end of Q3.聽 Hoping you have good news on the status of this feature.聽 Thank you!\u003c/p\u003e\n\u003c/blockquote\u003e\n\u003cp\u003eUnfortunately, we've had some delays and Authentication for messaging has now been moved to Q4.聽 This is still a priority for us and we are hoping to have it released as quickly as possible.聽 Stay tuned.\u003c/p\u003e\n\u003cp\u003e- Miranda.\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408842584602,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 0, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; comments.push({ id: 4408849591834, anchor: "comment_4408849591834", author: {"name":"bgoossens","url":null,"agent":false,"avatar_url":"https://secure.gravatar.com/avatar/88a37471f61ee5976a7748c175ffe15e?default=https%3A%2F%2Fassets.zendesk.com%2Fhc%2Fassets%2Fdefault_avatar.png\u0026r=g","signed_in":false,"id":1265123323830,"role":"anonymous","organizations":[],"badges":[]}, created_at: "2021-10-07T09:58:32Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eHi, when will the authentication be ready for Messenger? It was promised to be delivered in Q2 (by implementation team). Now its already Q4. Any update?\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408849591834,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 0, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); commentAuthorBadges = []; commentAuthorBadges.push({ category_slug: "titles", name: "Zendesk Product Manager", description: "" }); comments.push({ id: 4408842584218, anchor: "comment_4408842584218", author: {"name":"Miranda Burford","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/1900042679144/MirandaBurford-square.jpg","signed_in":false,"id":1263082268129,"role":"anonymous","organizations":[],"badges":[{"id":"01FJA7WXDXZ88AKS5HEVXM5KN9","name":"Zendesk Product Manager","description":"","category_slug":"titles","icon_url":null,"assigned_at":"2021-11-04T19:20:56Z"}]}, created_at: "2021-10-10T23:39:57Z", updated_at: "2021-12-23T11:12:53Z", body: "\u003cp\u003eHi \u003cspan\u003e@...\u003c/span\u003e,\u003c/p\u003e\n\u003cp\u003eThanks for your question!聽 Authentication is a top priority for us within messaging but unfortunately, it's been pushed out until later this year (within Q4).聽 Stay tuned!\u003c/p\u003e\n\u003cp\u003eThanks,\u003c/p\u003e\n\u003cp\u003e- Miranda.\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":4408842584218,"parent_id":4408846454682,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 1, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); const labels = []; labels.push({ "identifier": "mtpe" }) labels.push({ "identifier": "messaging" }) labels.push({ "identifier": "ab0" }) labels.push({ "identifier": "chat" }) labels.push({ "identifier": "answer bot" }) labels.push({ "identifier": "about" }) labels.push({ "identifier": "limitations" }) labels.push({ "identifier": "flow builder" }) labels.push({ "identifier": "restrictions" }) labels.push({ "identifier": "web SDK" }) labels.push({ "identifier": "mobile SDK" }) labels.push({ "identifier": "requireents" }) labels.push({ "identifier": "role_admin" }) const signedIn = false; const darkModeSetting = false; const baseUrlSetting = "https://support.zendesk.com"; const localeSetting = "en-us"; const breadcrumbs = `<nav aria-label="Current location"> <ol class="breadcrumbs"> <li> <a href="/hc/en-us">Zendesk help</a> </li> <li> <a href="/hc/en-us/categories/6191910393754-Product-guides">Product guides</a> </li> <li> <a href="/hc/en-us/sections/5282979501978-Using-messaging">Using messaging</a> </li> <li> <a href="/hc/en-us/sections/4405298882330-Zendesk-messaging">Zendesk messaging</a> </li> </ol> </nav> `; const attachments = []; const author = {"name":"Aimee Spanier","url":null,"agent":true,"avatar_url":"https://support.zendesk.com/system/photos/1260921680190/aimeebricks.jpeg","signed_in":false,"id":1263082050629,"role":"anonymous","organizations":[],"badges":[{"id":"01FJN2KHJGCQV3MHW7XQHS95QZ","name":"Zendesk Documentation Team","description":"","category_slug":"titles","icon_url":null,"assigned_at":"2021-11-02T21:40:54Z"}]}; const created_at = "2021-10-16T05:29:05Z"; const edited_at = "2024-07-18T20:34:04Z"; const id = 4408846454682; const title = "About conversational support with messaging"; const internal = false; const body = "\u003cdiv class=\"front-matter\"\u003e\n\u003cdiv class=\"docs-wmp-link\" style=\"text-align: right; font-size: 0.8em;\"\u003e\u003ca class=\"xref\" href=\"/hc/en-us/articles/5411234991258-plan\" target=\"_blank\" rel=\"noopener\"\u003eWhat's my plan?\u003c/a\u003e\u003c/div\u003e\n\u003cp class=\"banners\"\u003e\u003cimg id=\"topic_rcg_1nc_gnb__image_nlh_z15_tlb\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_suite_all.png\" alt=\"Available on all Suite plans\"\u003e\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv class=\"container\"\u003e\n\u003cdiv class=\"row\"\u003e\n\u003cdiv class=\"col-md-3\"\u003e\n\u003cp class=\"sidenav-heading\"\u003eArticles in the series\u003c/p\u003e\n\u003cul class=\"nav nav-underline flex-column\"\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"nav-link\" href=\"/hc/en-us/articles/5746900266906\" target=\"_blank\" rel=\"noopener\"\u003eMessaging deployment guide: Introduction\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003ePart 1: About conversational support with messaging\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"nav-link\" href=\"/hc/en-us/articles/5746068733338\" target=\"_blank\" rel=\"noopener\"\u003ePart 2: Designing your conversational messaging workflow\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"nav-link\" href=\"/hc/en-us/articles/5746038824346\" target=\"_blank\" rel=\"noopener\"\u003ePart 3: Planning your staffing and operational requirements for messaging\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"nav-link\" href=\"/hc/en-us/articles/5746034323866\" target=\"_blank\" rel=\"noopener\"\u003ePart 4: Rolling out conversational messaging support\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cdiv class=\"col-md-9\"\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eMessaging lets you have rich conversations with your customers that are persistent, with full context and history. When you enable messaging, you can connect it to your website or help center, mobile apps, and third-party channels, making it easy for your customers to self-serve or connect with your agents.\u003c/p\u003e\n\u003cp class=\"p\"\u003eAs your support needs grow, you may want to automate some of this communication, such as offering a simple greeting before handing the customer over to an agent, deflecting inquiries using knowledge base articles, or extensive customized conversation flows. Many users find that the right balance for them is somewhere in the middle, between no automation and extensive conversation bot flows.\u003c/p\u003e\n\u003cp class=\"p\"\u003eThis article provides an overview of what messaging can do, the channels you can use to deliver messaging to your customers, and guidance on how to get started.\u003c/p\u003e\n\u003cp class=\"p\"\u003eThis article includes the following sections:\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul id=\"topic_rcg_1nc_gnb__ul_d1c_2nc_gnb\" class=\"ul\"\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_idc_qnc_gnb\"\u003eUnderstanding messaging\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_dk3_rnc_gnb\"\u003eRequirements and limitations\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_srz_xb4_crb\"\u003eNext steps\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv id=\"topic_idc_qnc_gnb\" class=\"topic nested1\" aria-labelledby=\"ariaid-title2\"\u003e\n\u003ch2 id=\"ariaid-title2\" class=\"title topictitle2\"\u003eUnderstanding messaging\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003e\u003cimg id=\"topic_idc_qnc_gnb__image_wk2_cbt_jnb\" class=\"image img-screenshot\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/messaging_workspace_example.png\" width=\"600\"\u003e\u003c/p\u003e\n\u003cdiv class=\"bodydiv\"\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eMessaging allows you to support multiple conversational styles, from real-time chat functionality to asynchronous communication with your customers. It's easily scalable and highly customizable.\u003c/p\u003e\nMessaging provides the following features and benefits:\n\u003cul id=\"topic_idc_qnc_gnb__ul_cqg_fg5_5zb\" class=\"ul\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eMultiple channels.\u003c/strong\u003e You can communicate with users seamlessly across your \u003ca class=\"xref\" href=\"/hc/en-us/articles/4408827701530\" target=\"_blank\" rel=\"noopener\"\u003ewebsite\u003c/a\u003e, \u003ca class=\"xref\" href=\"/hc/en-us/articles/4408827701530\" target=\"_blank\" rel=\"noopener\"\u003ehelp centers\u003c/a\u003e, \u003ca class=\"xref\" href=\"/hc/en-us/articles/4408827701530\" target=\"_blank\" rel=\"noopener\"\u003emobile apps\u003c/a\u003e, and \u003ca class=\"xref\" href=\"/hc/en-us/articles/4408831648794\" target=\"_blank\" rel=\"noopener\"\u003esocial messaging\u003c/a\u003e channels. Choose which channels you support so you can connect with and support customers wherever they are.\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003ePersistent conversations.\u003c/strong\u003e Agents and end users can interact multiple times over a period of time, across different channels, all within a single conversation. This makes it easier to refer to earlier interactions and avoid asking users to repeat themselves. The increased efficiency benefits agents and end uses alike.\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eTicket creation\u003c/strong\u003e. Tickets are generated for requests received through messaging channels, enabling agents to follow up on more complex requests through Zendesk Support when needed.\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eIntegrate with the Zendesk Agent Workspace.\u003c/strong\u003e Agents can use familiar productivity aids within the Agent Workspace to handle messaging conversations, similar to traditional channels such as email. They can respond to customers at any time and continue where they left off, and the conversation history provides agents with additional context when needed without asking the user to repeat themselves.\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eConversational automations and bots.\u003c/strong\u003e Automations and bots can enhance your customer experience by automating deflection options and triaging support issues before (or instead of) handing the conversation over to live agents. Customers benefit from the opportunity to self-solve their issues.\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eExtensive customization options\u003c/strong\u003e. Admins can quickly set up messaging channels in Admin Center. Then, depending on how much automation they want to implement in their conversational messaging workflow, they can use the \u003ca class=\"xref\" href=\"/hc/en-us/articles/4408836323738\" target=\"_blank\" rel=\"noopener\"\u003ebot builder\u003c/a\u003e to create interactive conversation bots to greet customers, offer relevant article suggestions, gather information, and more.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv id=\"topic_dk3_rnc_gnb\" class=\"topic nested1\" aria-labelledby=\"ariaid-title3\"\u003e\n\u003ch2 id=\"ariaid-title3\" class=\"title topictitle2\"\u003eRequirements and limitations\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eYour account must meet the following requirements to be eligible to turn on messaging.\u003c/p\u003e\n\u003cul id=\"topic_dk3_rnc_gnb__ul_kbs_l3m_jnb\" class=\"ul\"\u003e\n\u003cli class=\"li\" dir=\"ltr\"\u003eYou must have one of the following plans:\n\u003cul id=\"topic_dk3_rnc_gnb__ul_mpc_5n5_5zb\" class=\"ul\"\u003e\n\u003cli class=\"li\"\u003eAny Zendesk Suite plan\n\u003cp class=\"p\"\u003eor\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003eSupport + Chat subscriptions with a Team plan or above\n\u003cdiv class=\"note note\"\u003e\n\u003cspan class=\"notetitle\"\u003eNote:\u003c/span\u003e Some channels require a Zendesk Suite plan.\u003c/div\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003eThe Zendesk Agent workspace must be \u003ca class=\"xref\" href=\"/hc/en-us/articles/4581758611866\" target=\"_blank\" rel=\"noopener\"\u003eactivated\u003c/a\u003e.\u003c/li\u003e\n\u003cli class=\"li\"\u003eYou must have at least one team member assigned to a Chat role. See \u003ca class=\"xref\" href=\"/hc/en-us/articles/4408882929946\" target=\"_blank\" rel=\"noopener\"\u003eAbout Staff roles in Zendesk Admin Center\u003c/a\u003e.\u003c/li\u003e\n\u003cli class=\"li\"\u003eYou must deactivate any social messaging integrations you configured previously. See \u003ca class=\"xref\" href=\"/hc/en-us/articles/4408839268378\" target=\"_blank\" rel=\"noopener\"\u003eSocial and third-party messaging resources\u003c/a\u003e.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eAdditionally, we recommend you have an account with an active, public-facing help center. Having at least 10 published articles that cover common questions allows you to use bots to \u003ca class=\"xref\" href=\"/hc/en-us/articles/4408820349850\" target=\"_blank\" rel=\"noopener\"\u003erecommend relevant articles\u003c/a\u003e from your help center.\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv id=\"topic_srz_xb4_crb\" class=\"topic nested1\" aria-labelledby=\"ariaid-title4\"\u003e\n\u003ch2 id=\"ariaid-title4\" class=\"title topictitle2\"\u003eNext steps\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eWalk through the \u003ca class=\"xref\" href=\"/hc/en-us/articles/5746900266906\" target=\"_blank\" rel=\"noopener\"\u003eMessaging deployment guide\u003c/a\u003e. The next article in the series is \u003ca class=\"xref\" href=\"/hc/en-us/articles/5746068733338\" target=\"_blank\" rel=\"noopener\"\u003eDesigning your conversational messaging workflow,\u003c/a\u003e which will help ensure you're making informed decisions, are prepared with the necessary information when configuring your messaging workflows, and have clear next steps along the way.\u003c/p\u003e\n\u003cdiv class=\"note note\"\u003e\n\u003cspan class=\"notetitle\"\u003eNote:\u003c/span\u003e If you've been using live chat and want to transition to messaging, start with \u003ca class=\"xref\" href=\"/hc/en-us/articles/4408845841946-Resources-for-migrating-from-live-chat-to-messaging\" target=\"_blank\" rel=\"noopener\"\u003eResources for migrating from live chat to messaging\u003c/a\u003e instead.\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cp\u003e\n\u003cscript\u003e\n let link = document.createElement('link');\n link.rel = 'stylesheet';\n link.href = 'https://cdn.jsdelivr.net/npm/bootstrap@5.3.3/dist/css/bootstrap.min.css';\n link.integrity = 'sha384-QWTKZyjpPEjISv5WaRU9OFeRpok6YctnYmDr5pNlyT2bRjXh0JMhjY6hW+ALEwIH';\n link.crossOrigin = 'anonymous';\n document.head.appendChild(link);\n \n const style = document.createElement('style');\n style.innerHTML = `.col-md-3 {\n padding-left: 0px;\n }.col-md-9 {\n padding: 0px;\n }.sidenav-heading {\n line-height: 1.5x;\n padding-top: 2px;\n margin-bottom: 0.5rem;\n font-weight: 600;\n color: #585858;\n }.nav-underline {\n --bs-nav-underline-gap: 2px;\n }.what-plan-p {\n line-height: 3rem;\n }\n img {\n vertical-align: baseline;\n }.article-body.nav {\n list-style-type: none;\n padding-left: 0px;\n margin-top: 0px;\n }.article-body.nav-link {\n text-decoration: none;\n }\n `;\n document.head.appendChild(style);\n \u003c/script\u003e\n\u003c/p\u003e"; 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