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What are the features of Zendesk Chat?

Written by Soham Amburle

Updated on August 26th, 2022

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Sr.
Scenario
Is it supported?
Remarks
1 Agent chat assignment based on the group selected by the user ✔️ -
2 No agents are available/all agents of a group selected by the user are away ✔️

Chat goes to the group set as default.
3 No group is set as default and agents of a group selected by the user are away ✔️

Agent away message gets displayed.
4 An agent can chat in parallel with multiple users ✔️

-
5 An agent can put the chat in waiting state if the user is not replying ✔️ -
6 An agent can reassign a chat to another agent within their group/another group ✔️ -
7 The agent has access to the entire conversation history of the user with the bot and other agents ✔️ -
8 An agent can block a user for inappropriate conversation ✔️ https://support.zendesk.com/hc/en-us/articles/203690976-Suspending-a-user
9 An agent can view user details entered during the conversation like - name, email id, phone number, etc. ✔️ -
10 Agent goes into an invisible state ✔️ A message gets displayed to the user stating that the agent is not available.
11 Agent goes into away state ✔️ Chat goes into a queue.
12 All agents of a group go in an away state ✔️ Users will only be able to send a message via the pre-chat form. This message gets emailed to user and agent and also gets updated on the ticket.
13 New chat notification alert mechanism ✔️ -
14 Agent entry confirmation on the chat ✔️ -
15 Predefined agent chat responses/canned responses ✔️ -
16 File formats supported on chat ✔️ PDF (.pdf), PNG (.png), JPEG (.jpeg), GIF (.gif), Text (.txt)
Check this link for more info.
17 An agent can take notes of chat during a conversation ✔️

-
18 Agent chat completion confirmation gets displayed to the user ✔️ -
19 Chat restart by the user after the agent closes it ✔️ -
20 The user gets informed when a ticket is closed on Zendesk ✔️ -
21 The ticket owner can reassign the ticket ✔️ -
22 Status change on the ticket by the ticket owner gets communicated to the user ✔️ -
23 Skill-based ticket routing to agents ✔️ https://support.zendesk.com/hc/en-us/articles/360000789788-Using-skills-based-routing


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