Migrating social messaging channels to the Zendesk Agent Workspace (WhatsApp, LINE, WeChat)

Return to top


  • PT Rukita Bhinneka Indonesia

    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.

  • Dane
    Zendesk Engineering

    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.

  • Jason

    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


  • Evelyne
    Zendesk Customer Care
    Hello 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
  • Devi Shara


    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.



  • Lisa Kelly
    Zendesk Documentation Team

    Hi Devi, 

    As the article says: 

    • Enable Chat for each agent that will participate in social messaging conversations. Agents need Chat access and a Chat Agent or Chat Agent (limited) role to use social messaging in the Zendesk Agent Workspace.

    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


Please sign in to leave a comment.

Powered by Zendesk