Zendesk messaging resources

What's my plan?

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
• Advice and troubleshooting

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

Advice and troubleshooting

• Recipe: Routing messaging tickets using Support triggers
• I'm unable to access the bot builder