Conversation API rich messsages bug zopim

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12 Comments

  • Sutrisno Suryajaya
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    Hi David, as mentioned in structured messages documentation, structured messages is only available in Web Widget with integrated Chat experience at the moment. You can refer to this article on how to start using Web Widget and this article on how to enable integrated Chat experience in Web Widget.

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  • David Sousa
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    Hi,

    So you are saying that I need to add support to make this work?

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  • Sutrisno Suryajaya
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    Hi, it will depend on your account version (more information can be found here). If you are on Zendesk Chat Phase 4, you should be using Web Widget by default. If you are on Legacy Zendesk Chat, you will be using the legacy Chat widget which (unfortunately) does not support structured messages at the moment. 

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  • David Sousa
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    Hi Sutrisno,

    I dont know if you are the right person to ask but is there any way to migrate our chat to phase 4?

    And another question do you have a preddiction of when do you will add(if you will) the structured messages on the other "phases" ?

    Thanks

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  • Sutrisno Suryajaya
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    Hi David,

     

     May I know one of the agent email that belong to the account? I will check with the corresponding team whether it is possible. 

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  • David Sousa
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    Hello Sutrisno,

    The email is BOTcustomercare@primaverabss.com

    Thanks,

    David

     

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  • Sutrisno Suryajaya
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    Hi David, sorry for the delay, it seems that you are on legacy Zendesk Chat account which is not possible to be migrated to phase 4 at the moment. To be able to use Web Widget in your account, you will need to create a Zendesk Support account and integrate it with the current Zendesk Chat account (instructions can be found in you Zendesk Chat dashboard, navigate to Settings > Account > Zendesk Support). 

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  • David Sousa
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    Do you have any prediction of when does structured content Will be able on the other phases of chat?
    We have make an implementation on the trial that is based on that.
    Thanks

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  • Sutrisno Suryajaya
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    Unfortunately, I could not make the estimation for that.

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  • David Sousa
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    Hi,

    I really hope you can add this content to all phases because my develop team really needs to implement this and we dont wanna use the support module.

    When you have a prevision for this please let us know.

    Thanks

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  • Sutrisno Suryajaya
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    Will definitely let you know David! 

    There is another alternative, but it could be too troublesome for you because you will need to set up a new Zendesk Chat account (sign up link). The new account will be a phase 4 account which let you use Web Widget without needing to have a Zendesk Support account. But, do note that it means you will need to setup the account again (agents, departments, triggers, etc). Please let us know whether it's a viable solution for you. 

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  • David Sousa
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    I think that my company doesnt want to change to a new acount because they need all back history and we have already made a subscription for a year.

    I hope this will be a short time so we can star using the rich messsages

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