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This article contains resources related to Zendesk messaging, specifically for the web and mobile channels. It includes the following sections:

  • Understanding Zendesk messaging
  • Messaging for admins
    • Getting started
    • Setting up messaging channels
    • Creating automated conversational flows
    • Ratings and reporting
  • Messaging for agents
  • Live chat and Zendesk messaging
  • The end user experience with Zendesk messaging

Zendesk messaging is available on all Zendesk Suite plans, and on Support + Chat plans with the Agent Workspace enabled.

For help with social messaging, see Social messaging resources.

Understanding Zendesk messaging

  • About Zendesk messaging
  • Zendesk messaging vs. live chat: Which is right for you?
  • Agent Workspace for Zendesk messaging

Messaging for admins

Getting started

  • Enabling Zendesk messaging
  • Adding Sunshine Conversations channels to the Zendesk Agent Workspace
  • Testing Zendesk messaging in your sandbox
  • Disabling Zendesk messaging

Setting up messaging channels

  • Working with messaging in the Web SDK
  • Working with messaging in the Zendesk SDKs for Android and iOS
  • Routing Zendesk messaging tickets and notifications
  • Creating an out-of-office message in a web or mobile channel
  • Enabling continuous conversations to re-engage messaging customers
  • Setting up notification routing for live chat and messaging

Creating automated conversational flows

  • About messaging
  • Understanding answer step types
  • About the bot builder
  • Managing languages in a conversation bot

Ratings and reporting

  • Using CSAT with Zendesk messaging
  • Messaging reporting in Zendesk Agent Workspace

Messaging for agents

  • Agent Workspace for Zendesk messaging
  • Translating conversations in the Zendesk Agent Workspace

Live chat and Zendesk messaging

  • Zendesk messaging vs. live chat: Which is right for you?
  • How Zendesk messaging impacts Chat settings
  • Chat triggers in Zendesk messaging

The end user experience with Zendesk messaging

  • Translating conversations: The end user experience
  • About the CSAT (Customer Satisfaction) user experience for email and messaging
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