This article is a high-level walkthrough of the steps administrators need to take to get started using messaging, Zendesk’s automated conversational bot and support UI.
The steps below can be used to set up messaging in the Web Widget to embed support in your website or help center, and for your iOS and Android mobile apps. It can be used on your free Suite trial account, or a permanent Suite account.
If you are a new Zendesk customer, we recommend setting up Zendesk Support before following the steps outlined below. See Launch guide for Zendesk Support for more information.
If you are currently using live chat functionality through Zendesk Chat, you’ll need to migrate your account from Chat to messaging. For information about migrating your account, see Migrating from live chat to messaging.
This article includes the following topics:
- Enabling and configuring messaging for your account
- Activating messaging for your web and mobile channels
- Customizing your automated conversations
- Training your agents
If you’re not familiar with messaging, we recommend starting with the article About messaging.
Enabling and configuring messaging for your account
Messaging is applied at the account level, so your first tasks are aimed at the actions that will enable and configure messaging settings account-wide.
- Enable messaging. Turn it on, then select the brands you’ll be using with messaging. Enablement impacts settings across your Zendesk account, so make sure you understand what’s changing.
- Establish ticket routing. Direct the tickets created via messaging conversations to the right agents, and make sure they get the notifications.
- Turn on continuous conversations. Enabling continuous conversations sends emails to customers who have abandoned in-progress conversations, and encourages them to come back.
Activating messaging for your web and mobile channels
Once you’ve handled the account-level settings, you can activate messaging in the Web Widget or your mobile app.
To activate messaging for the Web Widget:
- Activate messaging on the channel. Add messaging to an existing Web Widget, or create a new one.
- Customize the widget. Design the appearance of the widget your customers will be interacting with. Choose window and text colors, logos, and more.
- Install it. Add the widget to your website or help center. Once you do this, it’s active for your customers, so you should know how it works out of the box.
To activate messaging for a mobile app:
Customizing your automated conversations
Now for the fun part: Creating a bot to automatically converse with your customers. Using Flow Builder, our drag-and-drop conversational flow designer, you can configure Answer Bot to greet customers, offer them self-service support options, hand them to an agent, and more.
- Learn about Answer Bot. Answer Bot gets smarter when it’s a part of messaging, See everything it can do.
- Create your conversation flows. Design automated conversation paths in Flow Builder – as complex or as simple as you like – for each brand that’s using messaging in the Web Widget or mobile SDK.
Training your agents
All agent-side messaging activity happens in the Agent Workspace. Whether your agents are new to the Agent Workspace, or familiar with the workspace and need to know the new messaging UI, here’s where they should start.