Hi all devs,

Hope this helps some of you in the business or enterprise realm.

I commented on this thread 10 months ago in anticipation and I'm currently not happy about the vagueness in the responses around timelines and tutorial URL's with no directions or price impact discussions. Also, the features in Zendesk have changed ALOT over the last year and a half from what the Sales team sold us initially versus what we had to buy now to get what we needed.

So, here is what we are doing to accomplish this.

1.) We had to buy a Sunshine Conversations license from Zendesk as an add on to our account.
2.) We have built a Custom Comms Engine that manages and creates Sunshine Conversations - which in turn creates tickets in Zendesk itself (this is a really nice mechanism on their part).
3.) You will have to use the Sunshine Messenger (Not the built in Zendesk Live web chat) in order to leverage the Multi conversation tech. Sunshine Conversations Docs | Web Messenger (smooch.io)
There is obviously a lot more custom dev required for form injection, switchboarding etc, but so far we are having success.
4.) Lastly, but maybe most importantly. If you are not using Zendesk Channels directly via Zendsk Admin and you perhaps have a third party provider (or you are managing it yourself directly like we are) for whatsapp/sms/messenger etc then you will need to find a third party BOT provider.
Zendesk Bots can only talk to the built in Zendesk channels where Zendesk is the provider.
There are alot of bots out there (Botpress/Haptik/DeepVerse just to name a few)

I hope this message has a short shelf life and all of the above gets implemented directly into Zendesk soon, but until this is available you probably just want to write everything yourself.

If you are Zendesk business user, I would suggest getting in touch with your Zendesk business manager/Sales person and arranging a meeting with a Zendesk Architect to discuss the pricing and detailed steps forward.