Spotlight
Zendesk has a multi-layered messaging system integrating AI bots, APIs, and Sunshine Conversations. This article explores setting up Ultimate Bot for personalized interactions, accessing user data like WhatsApp numbers, and leveraging APIs to enhance conversational workflows.
Zendesk AI
The new Entity detection for Zendesk Intelligent Triage allows you to now not only know why customers are contacting you, but also know what they are talking about.
Agent Workspace
Zendesk now allows filtering your custom status per ticket form, making the list of available statuses a lot more manageable (and logical) for your agents.
Widget
The new multi-conversations in Zendesk Messaging allows for, well, multiple concurrent conversations with AI Agents and your team in the Zendesk Web Widget and Mobile SDK. This feature is now available to all customers.