- Differentiate between live chat and messaging
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Messaging vs. live chat 2 min
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Demo: Compare the chat and messaging experience for both agents and end users 4 min
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Determine if now is the right time to switch to messaging 2 min
- Prepare to enable messaging in your instance
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Set yourself and your team up for success 4 min
- Enable messaging in your instance
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Demo: Turn on messaging in your instance and reconfigure your widget 3 min
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Configure this 15 min
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Configure routing for your agents 1 min
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Manage agent conversations 3 min
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Check your triggers 2 min
- Apply operational best practices
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Consider automation with Flow Builder 2 min
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Offline scenarios and how to handle them 5 min
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Manage your metrics and reporting 4 min
- Wrap-up
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Course wrap-up 2 min
On-Demand: Migrate from Chat to Messaging
Learn how to successfully migrate your team from Chat to Messaging
Video (23 min)
Description
Considering migrating to messaging? This mini-course will explain what's different about the agent and admin experiences, what you need to do before migrating, which companies are a good fit for messaging, how to migrate, and how to support your team in the migration. It's intended to make your transition to messaging as smooth as possible.
Course Topics
- Differentiate between live chat and messaging
- Prepare to enable messaging in your instance
- Enable messaging in your instance
- Apply operational best practices
Audience
This course is ideal for Zendesk admins who have working knowledge of the chat experience and Agent Workspace.
Recommended Pre-requisites
None
Please note
This course requires you to have Agent Workspace enabled. If you do not currently have Agent Workspace enabled, please take our Migrate to Agent Workspace course prior to taking this course.