This article describes social messaging features that you can use in the Zendesk Agent Workspace. When enabled by an administrator, messages sent to your company’s social messaging channels become tickets in the Zendesk Agent Workspace. You can send and receive social messages in the Zendesk Agent Workspace as part of the main conversation flow.
This article contains the following topics:
Setting your conversation status
You can set your conversation status directly from the ticket interface. This status applies to both social messages and chats.
Status choices are:
- Online: Signifies you're available to answer messages.
- Away: Signifies internally to other agents that you're away from your computer. You can still send and reply to messages when your status is Away.
- Invisible: Lets you log into the Chat dashboard but not be visible online. You can still get incoming message requests and reply to messages if your status is Invisible.
Answering a message
When a new social messaging ticket comes in, you’ll see an active Accept button at the top of the interface. This Accept button works for both chats and social messages. Your Zendesk administrator configures the types of social messages you can receive and how these messages are routed to your queue.
To answer the message
- Click Accept to open a message.
The conversation appears in the ticket with the user’s name and status at the top, along with the channel type.
- To learn more about the user before you reply, click User to see the user’s essentials card and interaction history.
See Viewing customer context for details. If available, the essentials card includes the user’s social messaging contact information. For example, a user's WhatsApp phone number and email address.
- Choose how you want to reply. You can reply directly on the same channel, or you can pick another channel from the composer.
Channel choices include:
- Social messaging channel: The same social messaging channel where you received the message. For example, WhatsApp or Facebook Messenger. You cannot switch between social message channels within the same conversation. Social messages support attachments, emojis, macros and shortcuts.
- Email: (if the user’s email address is available). Email messages support text formatting, attachments, To and CC fields, and emojis (via Apps).
- Call: Opens the Talk console so you can call the user.
- Internal note: Updates the ticket with a private comment that other agents can see, but not the end user. Internal notes support text formatting, attachments, and emojis (via Apps).
- Compose a reply and click Send.
For more information on how to compose messages, see Composing messages.
- You can continue the conversation as needed to complete the request.
When the user replies to your message, you’ll receive a notification and the ticket tab updates. See Using ticket tabs to manage conversations for details.
You’ll also see a New message indicator in the conversation.
If you don't have the ticket open when the user replies, your notification list is updated. See Using the notifications list to manage conversations for details.
- Anytime during a conversation, you can also use the Status drop-down menu to set the current state of the ticket.
Use the composer to reply to messages in the Zendesk Agent Workspace. Controls in the composer vary depending on what channel you're using to reply. For example, social messaging channels support attachments and emojis, you’ll see these icons at the bottom of the composer window. For more information, see Composing messages in the Zendesk Agent Workspace.
When you reply to social messages, you can also use Support macros and Chat shortcuts to compose messages.
As you exchange messages, you can see the message status in the composer window. For example, you can see when the message is Sent, when the user has Read your message, or if the message is not delivered.
If there are issues with the message, the message is flagged with a warning icon (). For example, if an unknown user is copied on an email message.
Channels can have an expiration period. For WhatsApp, agents cannot respond more than 24 hours after the last end-user response. For other social messaging channels, the timeout might be 48 hours.
When the timeout is reached, you can reconnect with the requester on another channel. For example, email or call.
Assigning a social messaging ticket to another agent or group
Once you pick up a social messaging ticket, the ticket remains assigned to you until you are ready to solve the ticket or hand it off to another agent. You can transfer a social messaging ticket to another agent by changing the ticket assignee. Agents will receive a notification when a social messaging ticket is assigned to them by another agent.
About ticket assignments
- If a new social messaging ticket is created and agents are online, the ticket is routed to online agents with available capacity and the lowest number of active social messaging tickets and live chats.
- Once assigned to an agent, a social messaging ticket remains assigned to the agent until the agent re-assign the ticket to another agent or group. An administrator can assign the ticket to another agent if the ticket receives a new response from the end-user and the assignee is offline.
- If a new social messaging ticket is created and all agents (or the group) is offline, the ticket is added to Unassigned Views.
Adding personal views to manage social messaging tickets
To help you manage your social messaging tickets, you can create a personal view that includes your social messaging tickets. When you create the view, add a Channel condition, then choose the social messaging channel you want to include. See example below. You can pick a specific social messaging channel, or add multiple channels to your view.
In addition to personal views your administrator can create social messaging views for other agents to share. For more information on creating views, see Creating views to manage ticket workflows.
Social messaging limitations
This section describes some important social messaging limitations in the Zendesk Agent Workspace. See also, Chat limitations.
- Service Level Agreements (SLAs) are not supported for social messaging tickets. SLAs do not work reliably as agents typically don’t change the ticket status after each reply.
- You cannot create follow-up tickets for social messaging.
- CSAT collection via social messaging is not supported.
- Administrators can manage routing settings for social messaging tickets from the Chat dashboard. Chat’s Skills-based Routing only supports Chat. It is not supported for social messaging tickets.
- Incidents can link to problem tickets, but when the problem ticket is solved, public comments are sent via email only if the user has an email address in their user profile.
- All ticket-based reporting works except for Metrics such as First reply time, Unreplied tickets, % One-touch, Two-touch solves, Comments (all user types), and Agent updates. These only consider email replies on the ticket.
- Multi-brand is not supported for social messaging channels. You cannot associate social channels and integrations with account brands.
- Sunshine Conversations channels do not receive events from WhatsApp if the business number is blocked by an end user. In this case, the events log will not show the delivery status of an agent message sent to the end user.
- The social messaging experience is not supported on Sandbox.
- If there are multiple accounts defined for the same channel type (for example, WhatsApp), tickets can be routed by only by channel type, not by a specific integration account.