Get in Touch button in Web Widget (Classic)

Is there any update on this?

Hello Chris,

Thank you for your response.

I have done all that and that is simply not true: it prompts the "get in touch" button as soon as the chatbox is interacted with. I have attached a screenshot.

as for your messaging suggestion, I also use that as well and I do think it is a helpful solution with the flow builder, however, the limitation with it is that it does not collect any user metadata from the interactions (such as URL origin, what dialog choices they made, etc), which makes it almost useless.

Is there a way to collect the user metadata as well as curate choices for the consumer to deflect tickets from being created for smaller questions? Please advise. 

Thank you, 

VK

Hi @christopher53,

I was able to make it work after some help with our of our Devs. It could have taken a second for it to go live but it is working now. Thank you.

I would love to just use the messaging widget, but it severely lacks features that are important for the data analysis that we are looking for. Is there any other way around this for collecting metadata on our own since it looks like Zendesk does not offer this anywhere in the near future?

Thank you,

VK

Hi @vernelle

I have a similar issue with our answer bot - is there a way you found to simply delay the get in touch button appearing?

We use answer bot for out of hours and feel that the get in touch button appears to quickly and can lead to customers to just to leave a message as opposed to trying to ask the bot a question.

We really just want to delay it appearing.

Thanks in advance!

Hi @matty12

There is nothing natively like that, but I did go back and forth with the zendesk devs for a bit to see if there was a workaround for it and the only thing that was in the documentation that my frontend team and I could adjust was the number of inquiries that are asked for it. 

It is a true/false data point so unfortunately, you can't set it to something like 3 inquiries, but you can at least delay it for one inquiry in the hopes that they can self-help first before reaching out to the team.

In our experience, it was enough to mitigate a good number of easy questions assuming you have enough articles built out for it, but it will not deter people that want an easy button and just talk to someone that can solve their problem for them (which is a growing number these days).

Here is the documentation for it:https://developer.zendesk.com/api-reference/widget/settings/#contactonlyafterquery

Please note: you will need access to the page script itself or work with your dev team to assist you with it.

I hope this helps! :)

Happy hunting!

VK

@vernelle

Thanks for taking the time to reply - ill take a look into this!