Announced on | Rollout on |
August 7, 2024 | August 7, 2024 |
We’re happy to announce the expansion of intelligent triage for new native and social messaging channels.
This announcement answers the following questions:
What’s changing?
Tickets originating from native and social messaging channels (non-bot builder) can now be enriched with intent, sentiment, and language predictions. The newly added channels include:
- Email channels
- Facebook Post
- X Corp
- Messaging channels
- Native Messaging
- Apple Business Chat
- Google Business Messages
- KakaoTalk
- MessageBird SMS
- Sunshine Conversations API
Why is Zendesk making this change?
We’re focused on expanding our AI capabilities for all customers. Our teams are continually expanding the email and messaging channels supported to provide the benefit of these features for a wide variety of use cases and workflows.
What do I need to do?
If you currently use intelligent triage, the newly supported channels are automatically available on your account. For instructions on configuring channels with intelligent triage, see Turning on and configuring intelligent triage.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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