How to post a chat message in Zendesk

Support over chat feels very different from support over email so they can benefit from different message templates. When you want to maintain a conversational tone, use the Zendesk: Post Chat Message steptype to write templates specifically for conversations over chat.

Just like the Zendesk: Post Comment steptype, you can pull in variables from other systems you have integrated with FlowEQ.

Title

This text appears up top when your team reaches this step in Sidekick. 

Auto Complete Step?

Check this box if you want to fire off this template automatically, as soon as your team reaches this step in Sidekick.

Enter Plain Text Template

Similar to macros, enter the text of your template message here. However, what makes it different is you can click the ➕ button to add details from Zendesk and other systems you've integrated with FlowEQ, like Shopify and EasyPost.

Enter Values

Just because this is a template, it doesn't have to be one-size-fits-all. Here you can ask your team to enter their own text into a placeholder anywhere in the template. 

Rather than writing "[Add Detail Here]" in your template and expecting your team to fill in the blanks, your team can add their own text when they reach this step in the flow.

• Click ➕ Add New Field to create your first placeholder
• In the Label field, enter the writing prompt for your team.
  • For example: "Introduce yourself" or "Summarize the customer's issue and ask them to confirm."
  • Place your cursor at the place in the template where you want your team's response to be inserted.
  • Click Insert Placeholder #1. A new placeholder variable will appear in the cursor.
  • Repeat as necessary to create additional placeholders.

When your team reaches this step in the flow (but before the chat message is sent) your writing prompt will be presented to them next to a text field. Your team's written answer to the prompt will then be automatically inserted into the associated placeholders. This helps leave less room for error when sending messages.