Zendesk messaging

Using dynamic content in messaging triggers

What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus You can add dynamic content ...

Edited Mar 19, 2025

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Displaying wait time estimates in messaging conversations

What's my plan? When customers are unaware of the amount of time it will take for them to connect with ...

Edited Mar 20, 2025

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Suspending messaging users

What's my plan? Suite Any plan Note: This article applies to accounts on the improved messaging back...

Edited Mar 19, 2025

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Zendesk messaging resources

What's my plan? Suite Any plan This article contains resources related to Zendesk messaging, specifical...

Edited Mar 19, 2025

3 votes  ·  0 comments

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About conversational support with messaging

What's my plan? Suite Any plan Messaging deployment guide: Introduction Part 1...

Edited Mar 19, 2025

11 votes  ·  71 comments

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About rich-text formatting in messaging conversations

Rich-text formatting adds structure to messages displayed to users in the messaging Web Widget, mobile SDKs, and Ag...

Edited Mar 20, 2025

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Editing and managing messaging triggers

What's my plan? Suite Any plan Messaging triggers evaluate and fire on tickets associated with messagi...

Edited Mar 19, 2025

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About the standard messaging triggers

What's my plan? Suite Any plan To help you get up and running with some best practices for a typical m...

Edited Mar 19, 2025

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About private attachments in messaging

What's my plan? Suite Any plan Support with Live chat and messaging, any plan Zendesk messagi...

Edited Mar 19, 2025

2 votes  ·  0 comments

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Allowing agents to end messaging sessions

Suite All plans Support with Live chat and messaging all plans You can allow agents to end a...

Edited Mar 19, 2025

0 votes  ·  2 comments

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Understanding multi-conversations for messaging

What's my plan? Suite Any plan Multi-conversations let your end users conduct multiple messaging convers...

Edited Mar 19, 2025

3 votes  ·  11 comments

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Recipe: Sending a CSAT survey when a messaging session ends

What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus Support Professional or E...

Edited Mar 19, 2025

3 votes  ·  9 comments

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Messaging triggers conditions and actions reference

What's my plan? Suite Any plan Support with Live chat and messaging, any plan Zendesk...

Edited Mar 21, 2025

1 vote  ·  20 comments

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About ending messaging sessions

Suite All plans Support with Live chat and messaging all plans In a messaging conversation, ...

Edited Mar 19, 2025

6 votes  ·  32 comments

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Displaying estimated wait time in messaging conversations

What's my plan? Suite Any plan Support with Live chat and messaging, any plan Admins can set...

Edited Mar 19, 2025

1 vote  ·  24 comments

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Allowing multiple messaging conversations

What's my plan? Suite Any plan Multi-conversations let your end users conduct multiple messaging convers...

Edited Mar 19, 2025

8 votes  ·  10 comments

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Messaging deployment guide: Introduction

Articles in the series Messaging deployment guide: Introduction Part 1: About conversational...

Edited Mar 01, 2025

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Designing your conversational messaging workflow

Messaging deployment guide: Introduction Part 1: About conversational support with ...

Edited Oct 08, 2024

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Planning your staffing and operational requirements for messaging

Articles in the series Messaging deployment guide: Introduction Part 1: About conversational...

Edited Mar 01, 2025

0 votes  ·  3 comments

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Planning agent staffing for messaging

What's my plan? Suite Any plan In this article, we’ll discuss some common questions you should ask yourse...

Edited Mar 19, 2025

1 vote  ·  2 comments

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Rolling out conversational messaging support

Messaging deployment guide: Introduction Part 1: About conversational support with ...

Edited Mar 05, 2025

0 votes  ·  2 comments

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Managing conversation handoff and handback

What's my plan? Suite Any plan In this article, we’ll explain messaging conversation handoff and handb...

Edited Mar 19, 2025

0 votes  ·  13 comments

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Giving agents access to messaging channels

What's my plan? Suite Any plan Support with Live chat and messaging, any plan Web and mob...

Edited Mar 19, 2025

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Activating agent collaboration for messaging conversations

What's my plan? Suite Any plan Admins can manage whether agents can invite other agents to collaborate ...

Edited Mar 19, 2025

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Agent Workspace for messaging

What's my plan? Suite Any plan If enabled by an admin, end users can send messages to agents through th...

Edited Mar 19, 2025

5 votes  ·  24 comments

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Conversational styles in messaging

What's my plan? Suite Any plan Messaging, unlike live chat, allows you to have persistent conversations...

Edited Mar 19, 2025

0 votes  ·  2 comments

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Configuring the social messaging conversational style

What's my plan? Suite Any plan Social messaging is an ongoing conversation over a longer period of time...

Edited Mar 19, 2025

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Working with messaging for your mobile channel

What's my plan? Suite Any plan This article applies to Zendesk accounts using the messaging Web Wi...

Edited Mar 19, 2025

6 votes  ·  17 comments

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Allowing customers to continue their conversation over email

What's my plan? Suite Any plan Messaging trigger access for Zendesk accounts is being moved from the ...

Edited Mar 19, 2025

7 votes  ·  64 comments

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Routing messaging tickets and notifying agents

What's my plan? Suite Any plan In Zendesk's messaging for Web Widget, mobile SDKs, and social channels...

Edited Mar 19, 2025

1 vote  ·  19 comments

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