Social and third-party messaging resources

In this article, we’ll provide a list of help center and developer documentation resources to help you understand, configure, and use social and third-party channels with Zendesk’s messaging functionality.

This article includes the following topics related to social and third-party messaging:

• Getting started with social and third-party messaging channels
• Evaluating and testing social and third-party messaging
• Installing social and third-party channels
• Configuring social and third-party messaging
• Agent guide to social and third-party channels in the Agent Workspace
• Using Flow Builder and the Web Widget for bot-enhanced social and third-party channels
• Branding and displaying social and third-party channels
• Automations, routing, and business rules
• Security and authentication
• The end user experience with social and third-party channels

Getting started with social and third-party messaging channels

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

Evaluating and testing social and third-party messaging

• Evaluating messaging in your Zendesk Suite trial account
• Reporting for social messaging
• About CSAT ratings in messaging
• Analyzing your messaging tickets
• Metrics and attributes for Zendesk messaging
• Overview of the Zendesk messaging dashboard

Installing social and third-party channels

• 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 Twitter DM channels to the Zendesk Agent Workspace
• 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 social and third-party messaging

• Setting up your public 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

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
• Working with WhatsApp tickets and 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

Using Flow Builder and the Web Widget for bot-enhanced social and third-party channels

• Using Flow Builder to create a social messaging bot – Zendesk help
• Linking social channels to a Web Widget – Zendesk help

Branding and displaying social and third-party channels

• 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 Twitter channel
• Setting up your WhatsApp channel (standard agent interface)

Automations, routing, and business rules

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

Security and authentication

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

The end user experience with social and third-party channels

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