Adding Facebook Messenger channels to the Zendesk Agent Workspace

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10 Comments

  • Jacob Christensen

    Hi Amy Malka,

    I'm trying to follow the steps here, however, in Admin Center I don't see a Channels section. The account I'm using is on Suite and has Agent Workspace enabled, what could be the reason for this?

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  • Júlio César

    Hey Jacob, we were with the same problem. Unfortunately you must be a Zendesk Suite member to see this option, even if you have agent workspace enable.
    Amy Malka, I'm trying to add this facebook channel, but I keep getting an error that I can't add it, the message just say that I can try again later.. Could you help?

    1
  • Prakruti Hindia
    Zendesk Product Manager

    Jacob, sorry to hear that you are facing this problem. I can create a support ticket if the issue is not solved. 

    Julio, I will create a support ticket on your behalf. Most likely, your Facebook page is already linked to another system. 

    - Prakruti

    1
  • Lupael

    Hi Jacob Christensen , in certain cases there is an issue that causes this. At the risk of sounding cliche, try turning agent workspace off then on again - this actually triggers the right settings to be activated again, as a temporary workaround to solve this.

    2
  • Jacob Christensen

    Thanks everyone for chiming in, and sorry I missed your comments.

    At some point the Channels section did appear for us, although I'm not entirely sure what did it. Lupael turning it off and on again is always good advice 😀 

    Thanks!

    1
  • Kamolchanok Jittrepit

    If I add multiple Facebook account, how can I define which page is this ticket from? 

    From the old connection, I can use condition: Integration account but I can't find when use this new connection.

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  • Júlio César

    hey Kamolchanok Jittrepit, I was trying to figure it out too, but as far as I know, there's no way to do that unfortunately :(, which is very annoying.

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Kamolchanok Jittrepit and Júlio César

    It is limitation with this experience. Addressing this is part of our roadmap. It will enable accounts to associate social messaging , such as Facebook pages, with a brand. I will drop an update once this has been rolled out. 

     

    - Prakruti

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  • Prakruti Hindia
    Zendesk Product Manager

    Wanted to drop an update about being able to distinguish between social messaging channels. 

    We have rolled out support to associate brand with a social messaging integration. For instance, we can assign brand A to FB page X. In order to route all messaging tickets from FB page X to certain group of agents, we can setup Support Triggers with -

    If Ticket is Created and Brand is A, then set Group

    - Prakruti

     

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  • Benoit Smagghe

    Hi,

    What if a Brand has several FB pages (one in country A and one in county B)
    All the messages coming from Page A need to go to group 1 and all the messages coming from Page B need to go to group 2.
    As we cannot select the Integration account, I don't know if this set up is doable now.

    Do you have any tips for that ?

    Thanks !

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