This article describes how you can use self-service to migrate your social messaging channels to the improved social messaging experience in the Zendesk Agent Workspace. When you migrate your channels, you’ll get the full unified conversation experience provided by the agent workspace.
This migration article applies to the following social messaging channels:
- LINE
Note that this article does not include instructions for migrating Facebook Messenger and X (formerly Twitter) DM channels. To migrate these channels, see Migrating your Facebook Messenger and X (formerly Twitter) DM channels to the Zendesk Agent Workspace.
This article contains the following sections:
Migrating your channels
To migrate your channels
- Make sure your agents close all their current social messaging tickets.
- Follow the steps described in Migrating to the Zendesk Agent Workspace to migrate your account and enable the Zendesk Agent Workspace, if you haven't already done so.
- In Admin Center, click
Channels in the sidebar, then select Messaging and social >
Messaging. - If applicable, locate your social messaging channels in the Channels list to
verify they have been migrated.
After migration, WhatsApp and LINE channels appear in Admin Center. Sunshine Conversations channels remain in the Sunshine Conversations Admin Dashboard.
Migrating triggers, automations, and views
In the Zendesk Agent Workspace, when you add a Channel is condition or action, you can choose which social messaging channel you want to include. You can pick a specific social messaging channel or add multiple channels.
After migration, you need to update your Channel is conditions and actions in triggers, automations, and views to match the available options in the Agent Workspace. Making this change is important. If you don’t, your existing conditions and actions will not be recognized.
To update your conditions and actions
- Open the trigger, automation, or view you want to edit.
- Locate a Channel is condition or action. See example below.
- Change Channel is to a specific channel type. For example, LINE. See
example below.
If you want to cover all social messaging channels, include a separate condition or action for each channel type.
- Save your changes.
- Repeat these steps for each Channel is condition or action you have in triggers, automations, and views.
Next steps
After you’ve migrated your channels, make sure your agents are aware of the following:
- To learn more about how social messages work in the Zendesk Agent workspace, see Receiving and sending messages.
- The social messaging Notifier will not be available. Instead agents can use ticket tabs and notifications lists in Agent Workspace to monitor end-user activity.
- Social messages are marked by Via types in the conversation header. To give you better granularity, types are listed per channel. For example, WhatsApp.
- For channels that were configured in Support > Channel integrations:
- The Social Messaging Channel Info ticket field is not available for new social messaging tickets.
- The Social Messaging User Info field in end-user profiles is not available for new social messaging tickets.
- Tickets from social messaging channels do not have whatsapp_support and line_support tags added by default.
- The Integration account condition is not supported in triggers and automations.
- New tickets are created when your end users start a conversation over social messaging channels. A new end-user profile is created when an end user sends a message for the first time after migrating your social messaging channels to the Zendesk Agent Workspace.
Who can't migrate?
This section describes which accounts are not eligible for self-service migration.
- If you already enabled the Zendesk Agent Workspace before self-serve migration was available, you have to manually migrate your social messaging channels. Zendesk will contact you regarding help with this process.
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If you want to include Facebook and X (formerly Twitter) DM channels in the Agent Workspace, see these articles:
6 Comments
Does this mean there is no way we can create views for specific whatsapp numbers/channels?
Given Channel Integration is not supported anymore, We cannot select conditions to customise views for agents of different whatsapp numbers.
Any workaround? We process up to a thousand messages daily and it's pretty messy now with no proper grouping or routing.
PT Rukita Bhinneka Indonesia,
Due to the interaction of Whatsapp to Agent Workspace the only workaround is to reintegrate them and assign a different brand to each integration. The brand will then be used for the conditions in Views.
I've just migrated to the agent workspace and linked our FB and Insta channels. Why don't they show up in the Channels> Messaging page? When I click to add Channel and try each one again, it says they are already connected (but not visibly connected as far as I can see). Can someone help me or open a ticket so I can attach screenshots or give account assumption for someone to check it? (the attach image button isn't working to add them to this msg either). Thanks. Jason
Thank you for commenting on this article! I am happy to help you with your social messaging channels in the agent workspace. I have raised a ticket for you and sent you a reply by email so that we can continue working together from there.
Kind regards
Hi,
We used social messaging add-on and not having chat subscription to our account. How do we give the access to agents if we have to migrate the account to Zendesk Workspace? Since the access is only can be given to 1 agent and we subscribed to 7 seats.
Thanks.
Hi Devi,
As the article says:
Since you only have one full Chat Agent role available, you can give that role to one of your agents, then you can give the rest of your agents a Chat Agent (limited) role, which doesn't require an extra seat to work with social messaging. For details, see Messaging tasks for admins.
If you have questions or run into issues, contact Zendesk Customer Support.
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