Installing and setting up the Social Messaging add-on

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19 Comments

  • Krzysztof Klimek
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    Hello 

    I have few questions about this new Chanell integrations.

     

    We connected Whatsapp using this new feature, screen below

    Then following the workflow I decided to add more channels, I have clicked to add account and I have selected Twitter

    I was re-directed to this page to finish my configuration and connected twitter account successfully. 
    Now I decided to go back to my 'channel integrations' to see if the Twitter account was ticked and displayed there, however is not. 

    Then I decided to twit too see if the ticket is coming down to Zendesk and it did, however, the ticket is not displayed in the new top navigation icon bar

     

    1) what is the role of this new function, this new panel? what tickets can we see in it? why do we see the Whatsapp ticket and not Twitter since the integration went through the same channels? 

    wasn't it supposed to be all social media tickets visible in the new panel? those that are available in channels integration e.g. Facebook, Twitter, Whatsapp, etc

    2)what is the difference between connecting a twitter from the Admin Panel and using Channels integrations?

     

    2
  • Stephanie Langlois
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    Hi Krzysztof Klimek,

    I hope this helps.

    1) Twitter and Facebook don't show up in this notifier yet. We are hoping to add them there by default down the line. However, if you add the tag messaging_support to the tickets coming from Facebook and Twitter I've been told that they should start showing up in this notifier.
    2)There is no difference, it's the same integration we are just trying to unify our social channels.

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  • Krzysztof Klimek
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    Thank you. I will try the idea with the tag. 

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  • Boris
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    How about the smaller businesses which are on lower plans? We have moved to zendesk only recently and one of the reasons was you guys offer facebook integration for multiple Facebook pages.

    Now next year (after being with you for just over one year) we should be paying more the double per agent to get this? 

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  • Brett - Community Manager
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    Hey Boris,

    Completely understand your concerns here and I do apologize for any frustration this may cause. If you'f like, I'd be happy to create a ticket on your behalf so you can discuss this with your account rep.

    Let me know!

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  • Sergio Anarte
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    Hi Brett,

    What will happen with current customers (whatever support plan they have) that are managing Twitter or Facebook private messaging within Support? Will they need to purchase the Addon??

    Thanks

     

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  • Brett - Community Manager
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    Hey Sergio,

    According to the above article, you'll continue to have this functionality until Feb. 21, 2021. After that date the add-on will be needed to continue using private messaging for Facebook and Twitter.

    Let me know if you have any other questions!

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  • Rachel
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    Hi there,

    How much is the add on?? We are currently using the "Team" support plan...

    And just so I understand, we have to pay for the add-on and download an app? Is Sprinklr the right app to receive Facebook private and public messages via tickets in Zendesk?

    Thanks

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  • Boris
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    Yes Brett please do so. Brett - Community Manager

     

    1
  • Fiona
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    Hi 

    I've just added our Facebook page and our Twitter account. I see them under the Channels title in the Admin page, but when I go to Channel Integrations under Channels, it says we have no active accounts. Is that normal?

    Thanks!

    1
  • Brett - Community Manager
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    Hey Fiona,

    If you're adding Facebook and Twitter accounts, they should show up under Channel > Facebook/Twitter. If you refresh the page do you see them showing up again?

    If they don't show up, it's possible that the installation didn't complete so it may be worth trying to re-add.

    Let me know if you continue to experience issues on your end!

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  • Fiona
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    Thanks for your reply!

    I see them under their respective Twitter/Facebook tabs of the settings, but under Channel Integrations > Social Messaging, it says I have nothing added. I've refreshed and cleared cache and cookies but still nothing. The integrations are working fine though and messages are coming through.

    Thanks!

    1
  • Brett - Community Manager
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    Hey Fiona,

    Thanks for the clarification! That is expected behavior in this case. Facebook and Twitter integrations would show up under the respective tabs under Channels.

    Cheers!

    1
  • Fiona
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    Hi Brett - thanks for confirming. I was worried something was incorrect. Thanks!

    1
  • Muzammil Saya
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    This needs updating. I believe now you're able to purchase Social Messaging even with the Support Team plans.

    Furthermore, I just tried installing it and experienced a 90-120 sec delay in messaging replies from Zendesk to the messenger app of the individual person after integrating Facebook Private Messaging. Replies from customers (i.e. from FB messenger) come within 5 seconds and seems like a 'live chat' experience, however the reply from Zendesk to messenger through the native social messaging app is delayed and loses its "LIVE" experience. 

    Is anyone else experiencing the same? If there a configuration issue? Any way around it.

    Thanks

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  • Matthew Watts
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    What is the process for adding multiple mobile numbers? I assume that as per the nickel-and-dime policy, they'd be an extra cost for extra numbers?

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  • Frédéric
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    it seems that using integrated twitter is consuming API call and that you can reach your limit.

    I don't find any documentation about that and want to understand if an high API limit is needed using the integrated social media channel?

     

    thanks

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  • Maria del Carmen Méndez
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    Hi everybody!

    Does anyone know why I don't have WhatsApp messages on "Social Messaging Notifier"?

    The ticket is correctly created and the answer on Zendesk arrive in the correct way to the WhatsApp client number, but on the upper widget "Social Messaging Notifier" there are nothing.

    The WhatsApp tickets has "messaging_support"and "whatsapp_support" tags.

    Thanks.

    Maria

     

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  • Maria del Carmen Méndez
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    Hi again.

    I'm talking about this:

    https://support.zendesk.com/hc/en-us/articles/360041586193-Using-social-messaging-channels-Social-Messaging-add-on-#topic_u3s_pnx_lkb

    "Technically, you can remove the tags from the ticket, just like any other tag, but we strongly advise you to leave them alone. If you remove them, these things happen:

    I have everything OK!

    Thanks.

    Maria

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