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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

Issue symptoms My Facebook integration is not syncing or working correctly. Messages from Facebook don't create ticke...

Edited May 22, 2024

6 votes  ·  2 comments

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Troubleshooting the Facebook channel

The Facebook integration for Zendesk lets you create tickets from public and private messages left by your customers ...

Edited Oct 17, 2024

6 votes  ·  2 comments

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Can I bypass the seven day rule for Facebook Messenger responses?

Question Can I bypass the seven day rule for Facebook Messenger responses? Answer No, you cannot bypass the seven day...

Edited Nov 12, 2024

0 votes  ·  0 comments

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Why do social media tickets create duplicate user profiles?

Question Why are new profiles created for existing Zendesk users contacting through social media channels? Answer Thi...

Edited Aug 13, 2024

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Follow-up messages from Facebook Messenger reopen my tickets

Issue symptoms When the auto-responder within Facebook Messenger sends a follow-up message, the ticket status in Zend...

Edited Dec 11, 2024

0 votes  ·  0 comments

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Why can’t my requesters see bulk updates in WhatsApp tickets?

Question When using bulk ticket management to add public comments to WhatsApp tickets, the message does not reach the...

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?

Question How can I delete a WhatsApp number from the user's profile? From the context panel of your ticket, the phone...

Edited Jul 22, 2024

0 votes  ·  0 comments

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Error: an unsupported message type was sent by user

Issue symptoms Sometimes my agents receive the error an unsupported message type was sent by user when they work with...

Edited Apr 08, 2024

1 vote  ·  0 comments

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How do I verify my Zendesk Talk number for WhatsApp?

Question How do I verify my Zendesk Talk number for WhatsApp? Answer When activating a new WhatsApp number, 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

Issue symptoms Using the X (formerly Twitter) channel, agents replies are visible on the X thread and not reflected i...

Edited Jan 22, 2024

0 votes  ·  0 comments

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Do Facebook page mentions create tickets in Zendesk?

Question Users are mentioning my Facebook page in their public posts. Why don't I see a ticket for these posts in Zen...

Edited Dec 29, 2023

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Are there any caveats of WhatsApp proactive messaging?

Question With WhatsApp template messages, are there any proactive messaging caveats I should know about? Answer You a...

Edited Jul 09, 2024

1 vote  ·  0 comments

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My Instagram profile is blank when integrating the channel

Issue symptoms Why can I not select my Instagram account from the Select Instagram Profile option? Resolution steps...

Edited Aug 02, 2023

0 votes  ·  0 comments

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Error: Facebook page already in use

Issue symptoms I am trying to integrate my Facebook page, but the following error message shows: Channel couldn't be ...

Edited Aug 08, 2023

0 votes  ·  0 comments

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Why is my WhatsApp number redacted?

Question How come the WhatsApp number strings are redacted? Answer The number strings of your Whatsapp number are red...

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?

Question This is the flow of my messaging conversation: A message from an end-user is integrated to the messaging ch...

Edited May 03, 2024

3 votes  ·  1 comment

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Can I update the requester in Agent Workspace?

Question Can I update the requester of a live chat or message in the Agent Workspace? How will that impact future tic...

Edited Aug 08, 2024

0 votes  ·  2 comments

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Can I connect multiple Zendesk subdomains to the Sunshine Conversations app?

Question Can I connect multiple subdomains to the Sunshine Conversations app? Answer No, only one Zendesk subdomain c...

Edited Apr 25, 2023

0 votes  ·  0 comments

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Why aren't audio, image, or video messages in WhatsApp creating tickets?

Question Why aren't tickets created when customers reach out with an audio, image, or video message only in WhatsApp ...

Edited May 17, 2023

3 votes  ·  2 comments

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Instagram replies are not reflected in Zendesk Support

Issue symptoms When I reply on Instagram, the comment isn't reflected in the Zendesk Support ticket. Resolution steps...

Edited Jun 19, 2023

3 votes  ·  2 comments

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How long do I have to connect a WhatsApp number under a new display name?

Question How long do I have to connect a WhatsApp number under a new display name? Answer Once a new display name has...

Edited Jan 04, 2024

2 votes  ·  1 comment

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Can I set business hours for social messaging channels?

Question Can I set my business hours for social messaging channels? Answer It's not possible to prevent messages from...

Edited Sep 04, 2023

0 votes  ·  0 comments

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Can I get more messages in a passControl than the default amount?

Question By default I only see the last 10 messages of my conversation when the conversation is passed from my bot to...

Edited Mar 08, 2024

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Why was my Facebook page deauthorized?

Question I received an email that says that my Facebook page was unauthorized. Why did that happen? Attention requir...

Edited Aug 08, 2024

0 votes  ·  0 comments

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I can't add my Facebook Messenger account to Zendesk

Issue symptoms When I try to add my Facebook account to Zendesk, Facebook Messenger isn't listed as a channel I can a...

Edited Jan 17, 2025

1 vote  ·  0 comments

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There is no option to add Instagram to my account

Issue symptoms When I attempt to add Instagram Direct to my account, there is no option to do so. The instructions th...

Edited Aug 19, 2024

2 votes  ·  2 comments

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Why aren't new comments from Facebook posts or ads being added to tickets?

Question New comments from Facebook posts or sponsored links or ads aren't added to tickets. What is the cause of thi...

Edited Jan 03, 2025

8 votes  ·  11 comments

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"Not delivered" error when I reply to a Facebook or Instagram message

Issue symptoms When I reply to a Facebook or Instagram message, I receive an error message right below the comment th...

Edited May 09, 2024

3 votes  ·  2 comments

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Do I need to add social messaging to my account before I can use Facebook Messenger?

Question I want to integrate Facebook Messenger with my account. Do I need to add social messaging to my account firs...

Edited May 30, 2024

0 votes  ·  0 comments

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Does Zendesk support Meta Business Manager?

Question Does Zendesk support Meta Business Suite and Business Manager? Answer No, Meta Business Suite and Business M...

Edited Apr 24, 2023

11 votes  ·  2 comments

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