Lack of API features in Messaging vs Classic
Post Title:
Lack of API capabilities for Messaging Widget vs Classic Widget
Feature Request Summary:
We have a highly customised helpcenter user experience. Depending on the form you are contacting and depending on if there are online agents, the classic web widget is shown via Javascript API. There are many features that does not exist in Messaging Web Widget, so we will not be able to migrate to messaging web widget until the API capabilities listed below are available. We would like to know the roadmap for this and estimated dates for each requested API capability.
Description/Use Cases:
We use the following functionalities with Web Widget Classic Javascript API (zE object):
- Sending automatic messages from user to Zendesk. For example, the user fills a textField inside the helpcenter with a Tracking ID for a package shipment. That Tracking ID is automatically sent to the agent via a chat message.
- Adding tags to the chat, so the created ticket also has those tags.
- "On chat ended" event, so we can execute code when the chat has ended.
- With Javascript, know if there are online agent for a specific group/department.
- With Javascript, connect the chat with a specific group
- Talk functionalities - We need to be able to use Zendesk talk in the widget. We also need to show or hide the Zendesk talk possibility with Javascript (so depending on certain scenarios, we offer Talk or not)
——自动填充用户identity with a "prefill" Javascript feature.
Business impact of limitation or missing feature:
This has high priority as the account is not able to use the flow builder capabilities until they migrate to messaging, but they will not be able to do the migration until this list of features is covered.
Thank you for your attention. Best regards,
Omar
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Hi!
Any news regarding this request? -
Hi,
Is there any information regarding this set of functionalities that are covered in legacy Web Widget API Documentation and not in Messaging widget API Documentation?
I tried using the same functions but it is not working
Thanks -
HeyOmar González!
We are continuing to add API functionality to the Messaging widget as we understand folks won't be able to move to Messaging until there is more parity between the widgets; however, we don't have any specific timelines to share at the moment. While we don't have any doc specifically outlining what you can do with the Legacy Widget APIs that you can't do with the Messaging widget APIs, the full list of available APIs for Messaging can be foundhereand you can easily check if there's been anything added recently by checking in on our API documentationChangelog.
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Hi everyone,
We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Wednesday, September 20, 2023, at 11 AM CDT, for our PM Roundtable on Messaging End-user Experience. It’ll be an open discussion on what is and isn’t working for you in this focus area of Zendesk. So please bring those questions, concerns and feedback because we want to hear from you! The link to register can be foundhere, we’d love to see you all there.
Best regards,
Onur
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