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How to manage social messaging channels
Social messaging channels, including Facebook messenger, WeChat, LINE, WhatsApp, and Instagram.
My Facebook integration stopped working
Edited May 22, 2024
6 votes · 2 comments
6
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2
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Troubleshooting the Facebook channel
Edited Oct 17, 2024
6 votes · 2 comments
6
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2
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Can I bypass the seven day rule for Facebook Messenger responses?
Edited Nov 12, 2024
0 votes · 0 comments
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Why do social media tickets create duplicate user profiles?
Edited Aug 13, 2024
0 votes · 0 comments
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Follow-up messages from Facebook Messenger reopen my tickets
Edited Dec 11, 2024
0 votes · 0 comments
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Why can’t my requesters see bulk updates in WhatsApp tickets?
Edited Aug 29, 2024
0 votes · 1 comment
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How can I remove the WhatsApp phone number of an end-user profile?
Edited Jul 22, 2024
0 votes · 0 comments
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Error: an unsupported message type was sent by user
Edited Apr 08, 2024
1 vote · 0 comments
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How do I verify my Zendesk Talk number for WhatsApp?
Edited Feb 22, 2024
0 votes · 1 comment
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My agent replies appear on the X (formerly Twitter) thread but not in the ticket
Edited Jan 22, 2024
0 votes · 0 comments
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Do Facebook page mentions create tickets in Zendesk?
Edited Dec 29, 2023
0 votes · 0 comments
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Are there any caveats of WhatsApp proactive messaging?
Edited Jul 09, 2024
1 vote · 0 comments
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My Instagram profile is blank when integrating the channel
Edited Aug 02, 2023
0 votes · 0 comments
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Error: Facebook page already in use
Edited Aug 08, 2023
0 votes · 0 comments
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Why is my WhatsApp number redacted?
Edited Nov 02, 2023
0 votes · 0 comments
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What is the difference between a user in Zendesk and a user in Sunshine Conversations?
Edited May 03, 2024
3 votes · 1 comment
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Can I update the requester in Agent Workspace?
Edited Aug 08, 2024
0 votes · 2 comments
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Can I connect multiple Zendesk subdomains to the Sunshine Conversations app?
Edited Apr 25, 2023
0 votes · 0 comments
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Why aren't audio, image, or video messages in WhatsApp creating tickets?
Edited May 17, 2023
3 votes · 2 comments
3
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2
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Instagram replies are not reflected in Zendesk Support
Edited Jun 19, 2023
3 votes · 2 comments
3
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2
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How long do I have to connect a WhatsApp number under a new display name?
Edited Jan 04, 2024
2 votes · 1 comment
2
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Can I set business hours for social messaging channels?
Edited Sep 04, 2023
0 votes · 0 comments
0
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Can I get more messages in a passControl than the default amount?
Edited Mar 08, 2024
0 votes · 0 comments
0
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Why was my Facebook page deauthorized?
Edited Aug 08, 2024
0 votes · 0 comments
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I can't add my Facebook Messenger account to Zendesk
Edited Jan 17, 2025
1 vote · 0 comments
1
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There is no option to add Instagram to my account
Edited Aug 19, 2024
2 votes · 2 comments
2
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2
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Why aren't new comments from Facebook posts or ads being added to tickets?
Edited Jan 03, 2025
8 votes · 11 comments
8
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11
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"Not delivered" error when I reply to a Facebook or Instagram message
Edited May 09, 2024
3 votes · 2 comments
3
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2
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Do I need to add social messaging to my account before I can use Facebook Messenger?
Edited May 30, 2024
0 votes · 0 comments
0
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Does Zendesk support Meta Business Manager?
Edited Apr 24, 2023
11 votes · 2 comments
11
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2
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