April 15, 2023
Zendesk is removing the legacy Social Messaging App on April 15, 2023.
If you are using the legacy Social Messaging App, you will need to migrate to Zendesk Agent Workspace and use the improved social messaging experience, as outlined in this announcement.
We will announce a later removal date for customers using Sunshine Conversations to integrate social channels into their Zendesk configuration soon.
This article covers the following topics:
- What does this mean?
- Why is Zendesk removing this?
- Am I affected?
- What do I need to do?
- What happens if I didn't migrate before the removal date?
- Frequently asked questions
- What should I do if I'm not using the legacy Social Messaging App and I don't want to migrate?
- What new features does Zendesk Agent Workspace have that the legacy Social Messaging App doesn't?
- Is there feature parity between the legacy Social Messaging App and Social Messaging experience on Zendesk Agent Workspace?
- Who should I contact if I need help or have questions?
What does this mean?
Zendesk has built an improved social messaging experience in the Zendesk Agent Workspace, which unifies all of your channels in one conversational interface. As a result, we plan to remove the legacy Zendesk Social Messaging App on April 15, 2023.
We encourage you to get a head start by migrating to Agent Workspace and setting up social messaging well before this change goes into effect to prevent disruption to your workflow. This will also allow you to continue using your favorite messaging channels and give you plenty of time to try out this new experience. See What do I need to do? for migration instructions.
Why is Zendesk removing this?
Connecting with customers using the social channels they prefer is more important than ever. That’s why we’ve added Social Messaging within our new Agent Workspace to provide a better, more integrated experience when using channels like WhatsApp, WeChat, LINE, Facebook Messenger, and Twitter DM. You’ll also gain access to new channels like Instagram DM and have the ability to configure your own bot and deploy it across multiple channels at once. Agent Workspace allows agents to manage all of their conversations from a simple, unified interface, making it easier to provide faster and more personalized support to your customers.
Am I affected?
If you are currently using the legacy Social Messaging App, without the Sunshine Conversation integration, your account is affected.
What do I need to do?
To move to the new social messaging experience, you’ll need to:
- Migrate to the Agent Workspace. The workspace provides a single interface for agents to manage incoming support requests from every channel enabled on your account.
- See Migrating to the Zendesk Agent Workspace for an overview of how the migration affects your account, as well as step-by-step instructions for making the move.
- See About the Zendesk Agent Workspace for agent-focused information on navigating and working in their new interface.
- Migrate your social messaging channels. After you’ve migrated to the Agent Workspace, you can move your social channels over too.
- See Migrating social messaging channels to the Zendesk Agent Workspace for a walkthrough of this migration process.
- See About messaging channels in the Zendesk Agent Workspace for an agent-focused, messaging-specific overview of the new interface.
- Purchase a Suite account, OR
- Purchase at least one full Chat seat
What happens if I didn't migrate before the removal date?
If you are currently using the legacy Social Messaging App and do not migrate before the app removal you will lose the connection between Zendesk and your Social Messaging channels. This means comments and messages left for your business in these channels will no longer be converted to tickets, and you will no longer receive any notifications through the social messaging notifier.
Frequently asked questions
What should I do if I'm not using the legacy Social Messaging App and I don't want to migrate?
If you are currently a Suite or Support + Chat customer and not using the legacy Social Messaging App then you do not have to migrate. However, you will lose Social Messaging functionalities once we remove the app, and if you choose to use Social Messaging later on you, will need to migrate to Zendesk Agent Workspace.
What new features does Zendesk Agent Workspace have that the legacy Social Messaging App doesn't?
The Workspace delivers a unified conversation experience, providing your agents with a complete picture of their interactions with customers. For more information, see About messaging channels in the Zendesk Agent Workspace.
Is there feature parity between the legacy Social Messaging App and Social Messaging experience on Zendesk Agent Workspace?
Yes, and we are working on delivering even more new features for the Zendesk Agent Workspace Social Messaging experience
Who should I contact if I need help or have questions?
As always, please contact us if you have questions or need additional support.
Hi there! We've updated the article with new dates and information. Please let us know if you have any questions. Thanks!
Hi @..., could you please clarify the following?
Is it announced tomorrow, or to be removed tomorrow?
Communication will be sent to customers via email starting tomorrow. The functionality will not be removed until January 31, 2023. Thanks for checking, Rafael.
Hi @..., Is the removal include integration media social in channel at Messaging menu?
Those wont be affected as that is what we suggest our users to do, which is migrating social channels to Messaging.
Yes! As long as you have Messaging enabled in your account, you dont need to have a Sunshine Conversations license to utilize or use Messaging channels.
Can you confirm that we can keep our Whatsapp integration if we use Support Professional and Chat Professional ?
Yes, you can, but remember that as per advised in the article you'll need to migrate to Zendesk Agent Workspace if not done already.
I hope this helps!
Hi everyone! We've updated this article with the new change effective date: April 15, 2023. Please let us know if you have any questions. Thanks.
Since the new date is April 15, 2023, I would like to know is this will eliminate the issue i have from my previous ticket #11047678 - product gap for WhatsApp in Agent workspace.
When the customer replied to the agent's previous sentence, the WhatsApp ticket will not show which sentence the customer is replying to.
This is basic feature of whatsapp now to quote message. If without this feature will impact our agents' judgment, as they might misunderstand the customer's reply. Bad customer experience.
Kindly take this as priority and ensure this feature will be there otherwise, please do not force us to change to Agent workspace.
Hi Joanne Kow
Thank you for reaching out,
I will have a look at the ticket and loop back to you, once I have a better understanding of these requirements.
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