Channels overview
The Zendesk Agent Workspace currently supports the following social messaging channels:
- LINE
- Facebook Messenger
- Twitter DM
If you connect your Sunshine Conversations account to your Support Suite account, you can also get access to all your Sunshine Conversations channels except Mailgun. Examples of additional channels:
- Viber
- Telegram
- Apple Messages for Business
To learn more about the channels supported in Sunshine Conversations, see Channels in the Sunshine Conversations docs. You need a Suite Professional plan or above to access Sunshine Conversations channels.
Working with the additional channels
After adding the channels managed by Sunshine Conversations, your staff can use the Agent Workspace normally to help users in those channels. Messages sent to a channel become tickets in the Agent Workspace. When an agent responds in the Agent Workspace, the comment appears as a reply in the user's messaging app.
In the following example, an agent is helping a user who reached out through the Viber channel, which is managed by Sunshine Conversations:
The channels supplied by Sunshine Conversations have the same functionality as the natively supported messaging channels in Agent Workspace, including business rules and Explore reporting. See the following resources:
- Getting started with web and mobile messaging
- Getting started with social messaging
- Messaging tasks for administrators
- Receiving and sending messages in the Zendesk Agent Workspace
- Messaging reporting in the Zendesk Agent Workspace
To activate the Agent Workspace, see Activating and deactivating the Zendesk Agent Workspace.
1 comment
Erin Dunklee
Can I confirm once we connect the sunshine conversations we can use the sunshine/smooch Web Messenger widget?
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