Rolling out conversational messaging support

• Messaging deployment guide: Introduction
• Part 1: About conversational support with messaging
• Part 2: Designing your conversational messaging workflow
• Part 3: Planning your staffing and operational requirements
• Part 4: Rolling out conversational messaging support

Articles in the series

Creating a detailed plan for rolling out your new conversational messaging support process is critical to its success. If you've been following this messaging deployment guide, you've already done the following:

• Identified your goals for adopting conversational messaging support.
• Designed your workflows around your goals, including which messaging channels to use, the conversational style you're aiming for, which aspects of the workflow you want to automate, and how you'll route work to agents.
• Planned for your staffing and operational needs, including staffing requirements, operational configurations, and training your agents for successful adoption of the new process.

After that, you're ready to roll out messaging to your organization. Depending on your goals and decisions made when designing your workflow and staffing plan, you may need to do some or all of the following steps:

1. Configure your messaging channels as needed:
   • Website channels
   • Mobile channels for Android, iOS, or Unity SDKs
   • Social channels
2. Give your agents access to the appropriate messaging channels.
3. Configure the bots and automations for your messaging workflow, including:
   • Standard messaging responses
   • Social messaging responses
   • The conversation bot you designed during planning
4. Configure your routing behavior for messaging tickets:
   • Activate and configure omnichannel routing
   • Configure notification routing
   • Configure assigned routing
5. (Optional) Leverage the Copilot add-on for more advanced bots and automation in your messaging workflow.
6. Train your agents on your new processes, experience, and expectations.