Enable Facebook Messenger to Chat functionality

19 Comments

  • Prakruti Hindia
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    Hi Rudolph,

    Thank you for writing in. Interesting feedback! We have a few follow up questions.

    • How would you staff your team to handle messages from Facebook Messenger - will it be your existing Chat agents or a different team? 
    • Do you get similar queries from your customer on Chat and Messenger? 
    • How do you see your team handling chats from your website/app and Messenger? Would there be a priority for one over another? 

    - Prakruti

     

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  • Rudolph
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    Hi Prakrutl,

    Happy to answer your follow-up questions!

    • It would be our existing Chat team that would handle the Facebook Messenger tickets, since they're already in a "Chat mindset" which is the mindset one needs to have when answering FB Messenger tickets. Answering FB tickets like an email looks very strange on the user's end in Facebook
    • Different queries but it's more about the style of communication. Chat and FB tickets are quick messages back and forth, whereas Support tickets are full emails with intros and outros.
    • If we had to prioritize, we'd prioritize standard Chats over FB chats only because standard Chats tend to be higher quality.
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  • Rajan Khurana
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    I am looking for the above integration to ensure Facebook messages are reverted by the same team. Was there any closure on this discussion?

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  • Rudolph
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    @Rajan - No closure or response to my follow-up comment a few months back. Zendesk doesn't seem interested in this integration. We would definitely still benefit from it!

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  • Nicole - Community Manager
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    Hey Rudolph - 

    It takes more than three months for us to integrate feedback into a roadmap, if and when it's deemed something a significant number of users are in need of. 

    We're continuing to collect votes and comments, but I would not expect an update from product on this in the near future. 

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  • Rudolph
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    Hi Nicole,

    I was responding to Rajan's direct question, and when I say "Zendesk doesn't seem interested" it's not the lack of a quick turnaround I'm referring to. It's the lack of follow-up to my bulleted comment.I take your comment of not expecting an update in the near future as further proof that Zendesk is not interested.

    That's totally understandable, by the way. This is a pretty small-fry request on what I'm sure is a mountain of requests y'all get. I'm just not certain that explaining the roadmap timeline to me is a helpful comment.

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  • Nicole - Community Manager
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    Hey Rudolph -

    Thanks for clarifying. I would say that we just haven't decided whether we're interested or not. Until (and unless) we hear from more users, we're not likely to get an evaluation from a product team either way.

    Apologies for the lack of response on your initial comment. Our Community Team does try to get back to everyone, but sometimes we miss some posts.

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  • Rudolph
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    Totally understandable, and I appreciate the follow-up. I can imagine that y'all get tons of messages on here. The hard work to respond and prioritize is appreciated :)

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  • Nicole - Community Manager
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    Thanks, Rudolph. I appreciate your comment. We receive ~500 pieces of product feedback through the community every month, so it's definitely a process to take all of that in, prioritize things, and not completely overwhelm the product teams' ability to actually work on things in addition to taking in feedback. But we do our best to make sure everyone feels heard and to surface things to product at the right time.

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  • Candice
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    We have a bot on Facebook messenger and live chat on our help centre. It'd be ideal if a user could request a human and then Facebook pass that over to the live chat on our help centre.

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  • Admin
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    +1, We are dying to integrate our FB Messenger into our chat queue as well, since we only have one chat team and we do not want our FB messenger customers to wait email-like SLA periods.

    Will truly appreciate if this can be available soon on Zendesk Chat.

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  • Kim Wilson (Larson)
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    We are also interested in this!

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  • Liza P.
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    We need this too! Facebook Messenger is hot right now and being able to provide chat support in the Messenger would be great. 

    Zendesk, are there any plans on implementing it? Is there a workaround in the meantome that you can suggest?

    Thanks!

     

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  • Vincent Tellier
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    Hey Rudolph!

     

    I think this feature responds to your needs! https://support.zendesk.com/hc/fr/articles/360022186014-Premiers-pas-avec-Message

     

    Vincent

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  • Anna
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    Agreed, this would be great!

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  • Mari J Sanz
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    Hi.

    I'm needing something similar. I need the Facebook Messenger messages that reach Zendesk Message to be heard in the Chat Conversations API, who can help me? How is the sending of messages from Facebook to Zendesk chat activated? Thank you very much for your responses.

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  • Yu-Hsuan Chao
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    Hi Mari,

     

    Thanks for your feedback. However, we don't have any plans to extend the Conversations API to send/receive events from the Message product today. The Conversations API works for our Chat product currently :) 

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  • Ethan Chia
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    Another vote from us, we need FB to be integrated as Zendesk Chat rather than treating it as an email interaction. 

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  • Adelaine Ho
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    Our team would love to have this functionality too. We realised that the documentation on Zendesk is mainly for integrating Facebook Messenger with Zendesk Message and not Zendesk Chat but our whole CS team is using Zendesk Chat at the moment and not Zendesk Message.


    It seems that it is possible because I found this video: https://www.youtube.com/watch?v=s_0ILAjWevY

    Would love to know how they implemented it...

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