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:
Note that this article does not include instructions for migrating Facebook Messenger and Twitter DM channels. To migrate these channels, see Migrating social messaging channels to the Zendesk Agent Workspace (Facebook Messenger, Twitter DM).
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.
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 the 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.
If you want to include Facebook and Twitter DM channels in the Agent Workspace, see these articles: