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
• Social messaging resources for the Support standard agent interface

Getting started with social and third-party messaging channels

• Evaluating messaging in your Zendesk Suite trial account
• Getting started with social messaging
• Supported social channels in the Zendesk Agent Workspace

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

Social messaging resources for the Support standard agent interface

If you have the Support standard agent interface, refer to these resources to set up and use social messaging channels.

Setting up social messaging channels

• Installing and setting up social messaging
• Installing and configuring the WhatsApp in Zendesk Support integration
• Setting up your LINE channel
• Sending automatic responses to social messages
• Routing Zendesk messaging tickets and notifications
• Setting up your Facebook channel
• Setting up your Twitter channel
• Reporting with on social messaging

Using social messaging channels

• Using social messaging channels