Customers (end-users) have the convenience to continue the messaging conversation initiated on the website on a social messaging channel of their choice, resulting in higher engagement and faster resolution.
Before, your customer would have to monitor the website for agent responses. If they left the conversation because the agents were offline, the wait time was long, or they wanted to grab a coffee, they risked missing the response from the business.
With social channel linking, customers can link to the social messaging channel of their choice - WhatsApp, Facebook Messenger or Instagram DM from the website and receive a notification on that channel when the agent responds. They can then choose to navigate back to the website to respond, or continue the conversation on email. Customers have access to full context, including messages sent over social messaging, when they return to the website.
What do I need to do?
You can enable this capability from Admin Centre > Channels > Web Widget > Basics tab. You’ll need to have WhatsApp, Facebook Messenger or Instagram DM already connected to your Zendesk account.
Who is this available for?
This capability is available to all accounts who have opted into messaging (on your Web Widget channels). Learn more.