Chat mode

Chat Mode is the Zendesk app’s realtime interaction mode for messaging and chat tickets. It is separate from RAUM’s public AI Chatbot product. Chat Mode lives inside the Zendesk agent workspace and helps an agent respond to a live Zendesk conversation.

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Automatic mode detection

The app inspects the Zendesk ticket channel. Channels recognized as chat/messaging are opened in Chat Mode automatically. If channel detection fails, the app falls back to Email Mode. A solved or closed chat ticket is automatically pinned back to Email Mode.

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Manual mode switch

Click the mode badge to switch between Chat Mode and Email Mode for the current ticket. The manual choice wins for that ticket during the current app session. This is useful when the customer re-engages in a way Zendesk’s channel metadata does not represent cleanly.

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Chat Mode controls

Chat Reply can start from an empty composer. The other transformation controls require existing text.

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Why Chat Reply is faster

The realtime chat path is optimized for interactive latency. Pure text transformations such as Fix, Friendly, Expand, and Rewrite can skip unnecessary knowledge/tool retrieval because their job is to transform the current draft rather than research a new answer. Chat Reply still retrieves the context and knowledge required to answer the conversation.

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Welcome messages

When Chat Mode starts, the app can insert the language-specific welcome message configured by your administrator. The welcome request is deduplicated so the configured message is inserted only once for the ticket session. The configuration can also provide:

• a delay threshold; and
• an optional delay message shown when a response takes longer than expected.

Configure Email & Agent Chat settings →

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Follow-up and end rules

A Chat Reply can return configured realtime rules such as:

• a follow-up delay/message; and
• an automatic end delay/message.

The app schedules those rules for the active ticket and clears pending chat timers when the ticket is saved or the session ends.

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End Chat

Click End Chat when the live conversation is complete and you want RAUM to treat later work as email-style follow-up. End Chat:

1. marks the ticket with the raum_chat_ended tag;
2. switches the editor to Email Mode immediately;
3. asks the RAUM backend to enrich the full conversation; and
4. closes the RAUM chat session so its turns are grouped correctly in reporting.

Once the tag is present, reopening the still-messaging Zendesk ticket remains in Email Mode unless the agent manually switches it again for the current session.

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Chat actions and Zendesk status

Chat Mode can still apply permitted monitoring/tag actions from the Assistant workflow, but the realtime path avoids changing Zendesk ticket status as part of ordinary chat-response processing. State-changing external ACTION tools remain subject to their configured approval rules.

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Translate in Chat Mode

Translate uses the same language/auto-detect panel as Email Mode and operates on the live composer text.

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Stop a request

Use the Stop control to cancel an active streaming request. While RAUM is processing, conflicting controls are disabled.