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All Suites Team, Growth, Professional, Enterprise, or Enterprise Plus

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
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