And if a flow doesn’t exist to address a question, Answer Bot automatically tries to find relevant articles to recommend. So when customers type in a question, Answer Bot can identify the intent and take conversational shortcuts, jumping straight to the relevant part of a flow or to an agent transfer. Messaging also features a more powerful and configurable Answer Bot, backed by enhanced AI and Flow Builder. Conversational shortcuts with Artificial Intelligence (AI) Learn more about Conversation history and persistence.
Zendesk messaging lets you stay engaged anywhere and have ongoing conversations with your customers so they never have to repeat themselves. Ongoing conversations with full conversation history Learn about configuring messaging for a Web Widget, or for a mobile SDK. All without altering any existing integration code. As an admin, you can easily configure your SDKs via Admin Center, and tailor the logo, colours, text & labels to seamlessly integrate them with your existing brand. Our new messaging SDKs have been completely redesigned with a more modern, playful look & feel. A modern look and feel, customizable to fit your brand Learn about adding messaging to a website or help center, or to a mobile app. Rich, interactive conversationsīuilt on top of Sunshine Conversations, our new Web, Android and iOS SDKs feature a rich, interactive messaging experience for your customers to engage with, including activity indicators, quick replies, data capture via form fields, links, images, carousels & more. See About messaging for more information. Introducing new messaging SDKs for Web, Android and iOS, and enhanced Answer Bot capabilities to help provide support wherever your customers are. Messaging provides customers with the unique flexibility to pop in and out of the conversation at their leisure, while giving CX teams the tools to automate answers to get back to customers faster (using Answer Bot with Flow Builder), and easily manage all conversations from a unified workspace. It’s easy to automate right out of the box, and can be completely customized with our open and flexible platform. It delivers rich conversational experiences for businesses that are connected across web, mobile or social apps. Given the rise and popularity of messaging, today we’re extremely pleased and excited to introduce Zendesk messaging. Customers prefer messaging because it’s convenient, it’s fast and it’s personalized. 64% of consumers have tried a new way to get in touch with customer service in 2020, with messaging and bots leading the way (Source: Zendesk Benchmark 2021). As customer preferences have shifted, especially given the new digital-first world we live in, messaging has quickly emerged as the people’s choice for their go-to communication channel.
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