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As we enter a new phase in our partnership with social channels, Zendesk is announcing the conclusion of our legacy social messaging experience on July 31, 2024. This transition marks a shift towards embracing the cutting-edge era of social engagement facilitated by the Zendesk Agent Workspace.
This announcement includes the following sections:
- What's changing and when?
- Who is impacted by this change?
- Why should I embrace Agent Workspace?
- How do I prepare for the July 31, 2024 deadline?
- Frequently Asked Questions (FAQ) for all remaining customers on the legacy Social Messaging app
- Who do I contact for help or questions?
What's changing and when?
Effective July 31, 2024, the legacy Social Messaging app will cease to function and customers will no longer be able to send or receive messages using the legacy app.
To retain messaging functionality, you will need to set up social messaging within Agent Workspace by following the instructions linked below.
Who is impacted by this change?
This affects any customers (including Sunshine Conversations customers) still actively using the legacy Social Messaging app and who have not yet activated Agent Workspace and /or set up social channels within Agent Workspace.
Why should I embrace Agent Workspace?
By adopting the Zendesk Agent Workspace, you open the door to a host of benefits and new features, including:
- Unified interface: Manage all customer interactions seamlessly in a single workspace for increased efficiency.
- Expanded channel support: Access a broader range of social channels, including WhatsApp, WeChat, LINE, Facebook Messenger, X Corp (formerly Twitter) DM, and Instagram DM.
- Custom bot deployment: Configure and deploy custom bots across multiple channels for tailored customer interactions.
- Enhanced features: Unlock ongoing enhancements and functionality that will be continuously built and supported on the Zendesk Agent Workspace platform.
2024 will bring exciting developments, including robust moderation for social public posts in Agent Workspace, dynamic ad support, increased reliability, and continuous feature updates. These advancements are designed to empower your social support capabilities, ensuring you stay ahead with the latest tools and functionalities.
As we usher in a new era of possibilities, we understand that change can be challenging. However, it is also an opportunity for growth and innovation. We appreciate your trust in Zendesk, and we are committed to providing you with the tools to help you provide exceptional customer experiences and give your agents the ability to work smarter, not harder.
How do I prepare for the July 31, 2024 deadline?
- Turn on Agent Workspace: If you haven’t done so already, activate the unified interface through Admin Center at Workspaces > Agent Tools > Agent Workspace. See Activating the Agent Workspace.
- Migrate your social messaging channels: Move your social channels over to the Agent Workspace to ensure a seamless transition. See Migrating social messaging channels to the Zendesk Agent Workspace (Facebook Messenger, Twitter DM) and Migrating social messaging channels to the Zendesk Agent Workspace (WhatsApp, LINE, WeChat).
- Uninstall the Legacy Social Messaging app: Locate it on the Apps and Integrations > Zendesk Support Apps page and uninstall it to complete the migration process. See Managing your installed apps.
Frequently Asked Questions (FAQ) for all remaining customers on the legacy Social Messaging app
- How do I check if I have the app installed? Visit your Zendesk Support apps in Admin Center at Apps and Integrations > Zendesk Support Apps and look for an app called "Social Messaging."
- What if I'm not using the legacy Social Messaging app and don't want to migrate? While migration is essential for those actively using the legacy Social Messaging Suite or Support + Chat, customers not using the legacy social messaging don't have to migrate.
Who do I contact for help or questions?
If you have questions or feedback about our products, you can post in the product feedback forums, monitored by our product managers. If you need help, you can contact Zendesk Customer Support.
Thank you for being a valued part of the Zendesk community.