This article describes the web and social messaging features that you can use in the Zendesk Agent Workspace. When enabled by an administrator, messages from these channels can become tickets in the Zendesk Agent Workspace. You can send and receive messages in the Zendesk Agent Workspace as part of the main conversation flow.
- Social messages: These are messages sent from customers using a social message application such as Facebook or WhatsApp. Social messages are persistent, but may have timeout rules for agent replies, depending on the social messaging type.
- Web messages: These are messages sent by customers from web pages that include the Web Widget. Web messages are persistent. Agents and customers can reply or restart the conversation at any time. For more information, see About messaging.
For a complete list of messaging channels supported by the Zendesk Agent Workspace. See About messaging channels for the Zendesk Agent Workspace.
This article contains the following topics:
Setting your conversation status
You can set your conversation status directly from the ticket interface. This status applies to social messages, web messages, and live chats.
Status choices are:
- Online: Signifies you're available to answer messages.
- Away: Signifies internally to other agents that you're away from your computer. You can still send and reply to messages when your status is Away.
- Invisible: Lets you log into the Chat dashboard but not be visible online. You can still get incoming message requests and reply to messages if your status is Invisible.
Answering a message
When a new messaging ticket comes in, you’ll see an active Accept button at the top of the interface. This Accept button works for social messages, web messages, and live chats. Your Zendesk administrator configures the types of messages you can receive and how these messages are routed to your queue. By default, incoming messages and new comments have sound notifications, but you can configure these based on your own personal preferences.
To answer the message
- Click Accept to open a message.
The conversation appears in the ticket with the user’s name and status at the top, along with the channel type.
- To learn more about the user before you reply, click User in the context panel to see the user’s essentials card and interaction history.
See Viewing customer context for details. If available, the essentials card includes the user’ messaging contact information. For example, a user's WhatsApp phone number and email address.
- Choose how you want to reply.
You can reply directly on the same channel, or you can pick another channel from the composer. The channel choices for your reply depend on the type of message you received.
Channel choices include:
- Social messaging channel: For social messages, the same social messaging channel where you received the message. For example, WhatsApp or Facebook Messenger. You cannot switch between social message channels within the same conversation. Social messages support attachments, emojis, macros and shortcuts.
- Messaging: Zendesk's web messaging channel. You cannot switch between a social messaging channel and the web messaging channel within the same conversation, but you can switch to other channels.
- Email: (if the user’s email address is available). Email messages support text formatting, attachments, To and CC fields, and emojis (via Apps).
- Call: Opens the Talk console so you can call the user.
- Internal note: Updates the ticket with a private comment that other agents can see, but not the end user. Internal notes support text formatting, attachments, and emojis (via Apps).
- Compose a reply and click Send.
For more information on how to compose messages, see Composing messages.
- You can continue the conversation as needed to complete the request.
When the user replies to your message, you’ll receive a notification and the ticket tab updates. See Using ticket tabs to manage conversations for details.
You’ll also see a New message indicator in the conversation.
If you don't have the ticket open when the user replies, your notification list is updated. See Using the notifications list to manage conversations for details.
- Anytime during a conversation, you can also use the Status drop-down menu to set the current state of the ticket.
Use the composer to reply to messages in the Zendesk Agent Workspace. Controls in the composer vary depending on what channel you're using to reply. For example, social messaging channels support attachments and emojis, you’ll see these icons at the bottom of the composer window. For more information, see Composing messages in the Zendesk Agent Workspace.
When you reply to messages, you can also use Support macros and Chat shortcuts (if you have Chat permission) to compose messages.
As you exchange messages, you can see the message status in the composer window. For example, you can see when the message is Sent, when the user has Read your message, or if the message is not delivered.
If there are issues with the message, the message is flagged with a warning icon (). For example, if an unknown user is copied on an email message.
Channels can have an expiration period. For WhatsApp, agents cannot respond more than 24 hours after the last end-user response. For other social messaging channels, the timeout might be 48 hours. Web messages do not have a timeout period.
When the timeout is reached, you can reconnect with the requester on another channel. For example, email or call.
Assigning a messaging ticket to another agent or group
Once you pick up a messaging ticket, the ticket remains assigned to you until you are ready to solve the ticket or hand it off to another agent. You can transfer a messaging ticket to another agent by changing the ticket assignee. Agents will receive a notification when a messaging ticket is assigned to them by another agent.
About ticket assignments
- If a new messaging ticket is created and agents are online, the ticket is routed to online agents with available capacity and the lowest number of active messaging tickets and live chats.
- Once assigned to an agent, a messaging ticket remains assigned to the agent until the agent re-assign the ticket to another agent or group. An administrator can assign the ticket to another agent if the ticket receives a new response from the end-user and the assignee is offline.
- If a new messaging ticket is created and all agents (or the group) is offline, the ticket is added to Unassigned Views.
- When you reassign a message to a different group in the agent workspace, the new group is not notified of the reassignment, but it does appear in the Unassigned tickets view. To help monitor transferred chats and messages, admins can create group-specific unassigned views, as they do for email.
Adding personal views to manage messaging tickets
To help you manage your messaging tickets, you can create a personal view that includes your messaging tickets. When you create the view, add a Channel condition, then choose the messaging channel you want to include. See example below. You can pick a specific messaging channel, or add multiple channels to your view.
In addition to personal views your administrator can create social messaging views for other agents to share. For more information on creating views, see Creating views to manage ticket workflows.
For information about social and web messaging limitations in the Zendesk Agent Workspace, see Limitations in the Zendesk Agent Workspace. See also Before you migrate.
I also have the same question as Morvan above - if a customer replies to an open ticket and the assigned agent is not online, can an automation be set up to reassign to the group?
Hi Monica, I will be creating a ticket with regards to your concern about automation setup.
Is it possible to merge Messaging based tickets? I'm not seeing the option for Merge unless the ticket has another communication channel used (for example the Email channel).
This should be possible, tried it from my end and it works like a charm. If you're having issues with this, feel free to let us know so I can create a ticket for you and investigate this further! Thanks!
Hi, I am looking to create a work-space where a team leader is able to multi edit a ticket range (from a group/queue) and send the same public reply to all customers associated with these tickets...Is this possible? how?
An agent will only be able to send a Messaging reply if a ticket is assigned to them, so if you are looking to send a reply to messaging conversations in bulk, then I'm afraid that's not possible.
But, if you're looking to send an update via email, then you should still be able to update and send a public reply to multiple tickets through bulk update. You can create a ticket view that will list the tickets from a group, and from there, select the tickets that you need to perform a bulk update on.
Are you able to unfollow/follow a user for a Twitter ticket? I don't see that capability in Agent Workspace.
Thank you for reaching to us. With Zendesk, you can monitor and interact with Twitter accounts, and convert tweets into tickets. As an agent, you can reply to these tickets through Twitter, or by other means.
As of this moment, you can only unfollow users when you login directly from twitter itself.
I can't find a post in regards to replying to messages inline so I'll ask it here. Our team is asking for the ability to respond to a specific comment using Zendesk Messaging (chat, messenger and whatsapp). Since they can do it directly on Whatsapp they would like to do it through Zendesk and it'll be cool to use it also on Zendesk Chat, so basically for every messaging channel. Is this planned at all?
Thank you for reaching out to Zendesk Support.
In regards to your inquiry, we don't have any immediate plans regarding that feature at the moment. But, we do highly encourage you to post this as product feedback in our Feedback - Chat and Messaging (Chat) site.
Thank you and have a wonderful day ahead!
How can I send a message to a user after 24 hours of inactivity or automate a message so they can respond?
ex- After 24 hours of inactivity, replies are automatically disabled on WhatsApp. You can't reply unless the end-user writes back.
Hi Bikash Mohapatra,
Thanks for reaching out! You can find that information here: Working with WhatsApp tickets - Bypassing the 24 hour rule.
Hope this helps!
What if a new messaging conversation is not accepted by any agent, does it continue to bounce around agent to agent?
Is there any suggestion to monitor these events.
A downside of switching to messaging from chat is visibility on the acceptance rate and missed chats like how the classic ZD chat had in the dashboard.
If a new messaging conversation is not accepted by any agent, then it would remain in the queue. The customer can either wait for an agent to accept the chat or if they choose to leave, a ticket is already created for them, and they can go back anytime to the conversation by logging in to their account and accessing it through the web widget.
There are certain limitations in terms of reporting with messaging, they are metrics such as First reply time, Unreplied tickets, % One-touch, Two-touch solves, Comments (all user types), and Agent updates consider only email replies on the ticket.
Thank you and have a wonderful day ahead!
How would I end a messaging session if a customer becomes abusive? If I solve the ticket, that does not stop them, as any reply opens it again. I would like for my agents to be able to end a messaging session (when the customer is messaging with Customer Service via a web Answer Bot).
I don't think I can ban them as that's only for chat.
It's not possible to 'end a session' in Messaging, since it's not sessions-based and is more focused on the asynchronous conversation goal of this feature.
However, you may create a trigger or an automation that will mark as Closed the Messaging tickets based on your own conditions. So that, every new message sent after the ticket was marked as Closed will create a new ticket.
You're right about banning visitors in Messaging, this is currently not possible. Banned visitors are indeed only for Chat, for now. This is one of the limitation in Messaging. However, Sunshine Conversations SDK offers this functionality. Here is the document that highlights this function.
I hope this clarifies!
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