Getting started with social messaging

This article is a high-level walkthrough of the steps administrators need to take to get started using social messaging with their Zendesk accounts.

The steps below can be used to integrate your social messaging channels with Zendesk Support accounts using the Agent Workspace. 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 already using social messaging through the standard agent interface, we recommend migrating to the Agent Workspace. See Migrating social channels to the Zendesk Agent Workspace.

Note: The steps in this walkthrough are specific to integrating social messaging channels. If you are setting up Zendesk's own messaging capability in a Web Widget or mobile SDK, see Getting started with messaging for web and mobile.

This article includes the following topics:

• Get ready to integrate social messaging
• Add your social channels
• Set up your workflows
• Prepare your agents

Get ready to integrate social messaging

Before joining forces with your social messaging channels, make sure your Zendesk Support account is ready and your agents are prepared.

• Migrate to the Agent Workspace, if you aren't already using it.
• Learn about social messaging in Zendesk. Check that your chosen social channels are supported, and how it impacts the Agent Workspace.

Add your social channels

Next, connect your social media accounts to your Support account. Because the tasks here are made in the social channel's settings, each one has its own set of instructions. Choose your channel and hook it up!

• WhatsApp
• WeChat
• LINE
• Facebook Messenger
• Twitter DM
• Instagram Direct

Enterprise and Enterprise+ customers can set all of this up in a sandbox, to test it out before making it public. See Adding social messaging to your sandbox for more information.

Set up your workflows

Once your channels are added, you can configure the settings that will help your agents manage incoming requests, and help admins keep track of how things are working.

• Configure conversation routing. Define whether incoming conversations go to specific agents or are available to all, and set up your notifications.
• Explore your reporting options. Use social messaging tags to create custom reports to monitor agent success.
• Enable automatic responses. Use the auto-responder to let end users know you received their messages, without relying on unavailable agents.
• Request feedback from your end users. Enable satisfaction surveys to see how the customers rate the service they received.

Prepare 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.

• See social messaging at work. Learn how you respond to messages, reassign tickets, and create new messages.
• Use the notifications list. Agents can juggle multiple conversations with ease and grace, and without creating cranky customers.