Social and third-party messaging resources

What's my plan?

Suite

Any plan

This article provides a list of help center and developer documentation resources to help you understand, configure, and use social and third-party messaging channels.

This article includes the following topics:

• Getting started
• Evaluating and testing
• Installing
• Configuring
• Branding and displaying
• Automations, routing, and business rules
• Security and authentication
• Agent guide to social and third-party channels in the Agent Workspace
• End user experience

Getting started

• Evaluating messaging in your Zendesk Suite trial account
• Getting started with social messaging

Evaluating and testing

• Evaluating messaging in your Zendesk Suite trial account
• About the CSAT (Customer Satisfaction) user experience for email and messaging
• Analyzing your messaging tickets
• Metrics and attributes for Zendesk messaging
• Overview of the Zendesk messaging dashboard

Installing

• Admin tasks for adding social messaging to the Zendesk Agent Workspace
• Adding social messaging channels to your sandbox for testing
• Adding Facebook Messenger channels to the Zendesk Agent Workspace
• Setting up your public Facebook channel
• Adding X (formerly Twitter) DM channels
• Adding WhatsApp channels to the Zendesk Agent Workspace
• Adding WeChat channels to the Zendesk Agent Workspace
• Adding LINE channels to the Zendesk Agent Workspace
• Adding Sunshine Conversations channels to the Zendesk Agent Workspace

Configuring

• Setting up your X (formerly Twitter) channel
• Editing your public Facebook channel
• Editing your WhatsApp business profile
• Adding social media buttons to your emails
• Using the Message Us button to guide users to your WhatsApp or Facebook Messenger channel
• Configuring the Instagram channel
• Using bot builder to create a social messaging bot

Branding and displaying

• Using the Message Us button to guide users to your WhatsApp or Facebook Messenger channel
• Adding social media buttons to your emails
• Setting brand for your Facebook channel
• Setting brand for your X (formerly Twitter) channel
• Setting up your WhatsApp channel (standard agent interface)
• Linking social channels to a Web Widget

Automations, routing, and business rules

• Setting up notification routing for messaging
• Routing messaging tickets and notifications
• Sending automatic responses to social messages
• Managing X (formerly Twitter) tickets with business rules
• Setting triggers, automations, and views for social messaging

Security and authentication

• Understanding why your X (formerly Twitter) account might be deauthorized
• Reauthorizing and confirming the connection between Zendesk Support and your Facebook pages

Agent guide to social and third-party channels in the Agent Workspace

• Receiving and sending messages in the Zendesk Agent Workspace
• Using the notifications list to manage conversations
• Using WhatsApp template messages to bypass the 24-hour rule
• Working with Sunshine Conversations channels in the Zendesk Agent Workspace
• Linking social channels in the Web Widget: The agent experience
• Using the Slack Direct Messages channel
• Searching messaging conversations

End user experience

• Linking social channels in the Web Widget: End user experience