Introducing Zendesk Messaging

Introducing Zendesk messaging (beta) We’re extremely pleased and excited to introduce Zendesk messaging. Zendesk messaging allows you to deliver rich, modern, and automated conversational experiences on your websites and mobile apps, available to try in beta today.

Rajat & Mike

Messaging provides customers with the unique flexibility to pop in and out of the conversation at their leisure, while giving CX teams the tools to automate answers to get back to customers faster (using Answer Bot with Flow Builder), and easily manage all conversations from a unified workspace. 

So, let's hand it over to the teams that have built these capabilities to talk more about the power and value offered through the combination of messaging and automation. 

1. Make it easy for your customers
2. Set your team up for success
3. Work the way that works best for you
4. Ready to get started? 

Make it easy for your customers Introducing new messaging SDKs for Web, Android and iOS, and enhanced Answer Bot capabilities

Dan,  Miranda & Max

Rich, interactive conversations

Built on top of Sunshine Conversations, our new Web, Android and iOS SDKs* feature a rich, interactive messaging experience for your customers to engage with, including activity indicators, quick replies, data capture via form fields, links, images, carousels & more.

A modern look and feel, customizable to fit your brand

Our new messaging SDKs have been completely redesigned with a more modern, playful look & feel. As an admin, you can easily configure your SDKs via Admin Center, and tailor the logo, colours, text & labels to seamlessly integrate them with your existing brand. All without altering any existing integration code.

Conversation history and portability

Zendesk messaging lets you stay engaged anywhere and have conversations with your customers as they move between your website & mobile app, all without ever losing the conversation history. 

Conversational shortcuts with Artificial Intelligence (AI) 

Messaging also features a more powerful and configurable Answer Bot, backed by enhanced AI and Flow Builder. So when customers type in a question, Answer Bot can identify the intent and take conversational shortcuts, jumping straight to the relevant part of a flow or to an agent transfer. And if a flow doesn’t exist to address a question, Answer Bot automatically tries to find relevant articles to recommend.

*The Web SDK for messaging is now available and replaces the classic Web Widget you know so well. Android and iOS SDKs are soon to follow, and will be available in beta in January 2021.

Set your team up for success Messaging in the Agent Workspace - Make your teams successful by letting them manage and respond to customers over any messaging channel, all from a single place.

Prakruti, Arpan & Ayush

We built messaging into Agent Workspace so your agents can provide support across multiple channels, all through one, unified workspace. Messaging enables agents to offer a more modern, efficient and conversational customer experience without having to context switch.

Keep the conversation going

With messaging, agents never lose the conversation history, and can continue where they left off, be it web, mobile app, or social. By having the context of previous conversations, agents can provide a more conversational, convenient, and contextual experience to your customers. Agents can also switch to another channel like email, phone and internal notes seamlessly, without leaving the conversation and serve the customers wherever they are.

Give your agents the right context

Empower your agents with the right context they need to resolve customer issues efficiently. Messaging brings all the interactions and customer data collected by Answer Bot right into Agent Workspace so your agents can quickly jump into solving the problem. Agents can also keep track of ongoing conversations easily with activity indicators such as sent, delivered, seen, and typing.  

Manage your team’s workload efficiently

Increase your team’s efficiency by routing messaging conversations to the right agent based on a combination of flexible business rules and information collected by Answer Bot before escalating to an agent. Stay on top of ongoing conversations through notifications list for new responses. Use Shortcuts and Macros to delight your customers with fast and personalized responses. 

Make more informed workforce management decisions and monitor agent performance on messaging channels quickly by filtering reports for each messaging channel within Zendesk Explore.

Work the way that works best for you Answer Bot just got more powerful with Flow Builder, a click-to-configure, tool allows admins to build engaging conversational experiences for Zendesk messaging and social without writing a single line of code.

Shiyu

Guide your customers through the conversation 

Use Flow Builder to cover your most common support scenarios and get end users the answers they need faster. Quick reply options help preempt incoming questions and keep the conversation flowing.

Provide instant answers 24/7 

Let Answer Bot be your first line of defence and offer answers instantly, 24/7. Answer simple questions directly in conversation (like your business hours or quick troubleshooting topics), and handle more complex requests by linking to your Help Center articles.

Support your agents by collecting important data upfront

We know that not all issues can be solved by a bot alone. Some require assistance from a human. Help your agents by configuring your bot to collect information upfront, giving them the context they need to jump straight into problem-solving.

Give your bot a personality 

Take full control over how Answer Bot greets and interacts with end-users.  Say “Hello” using your brand’s personality by writing out your own greeting message and choosing your own logo. 

Ready to get started? 

The Zendesk messaging beta is available as opt-in for Support Suite and Support & Chat customers who are using Agent Workspace. Admins can enable messaging by going to Admin Center > Channels.

To get started, you can read the getting started guide or learn more about messaging in our documentation.