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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
  • Agent Workspace for Zendesk messaging

Messaging for admins

Getting started

  • Setting up Web Widget to add messaging to your website or help center
  • Adding Sunshine Conversations channels to the Zendesk Agent Workspace
  • Testing Zendesk messaging in your sandbox
  • Removing Web Widget to deactivate messaging for web and mobile

Setting up messaging channels

  • 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
  • Restricting access to messaging channels by IP address
  • Tracking customer actions with messaging goals
  • Sending conversation inactivity reminders to end users
  • Setting up notification routing for live chat and messaging
  • Working with messaging in the Zendesk SDKs for Android and iOS
  • Using messaging metadata with the Zendesk Web Widget and SDKs

Creating automated conversational flows

  • Creating an AI agent to automatically resolve customer issues
  • Managing languages and translation support in AI agents

Ratings and reporting

  • About the CSAT (Customer Satisfaction) user experience for email and 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

  • Why migrating from live chat to messaging is the right choice
  • How migrating to messaging impacts Chat settings and capabilities
  • 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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