Enable Facebook Messenger to Chat functionality

24 댓글

  • Prakruti Hindia
    Zendesk Product Manager

    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

     

    0
  • Rudolph

    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.
    5
  • Rajan Khurana

    I am looking for the above integration to ensure Facebook messages are reverted by the same team. Was there any closure on this discussion?

    0
  • Rudolph

    @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!

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    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. 

    0
  • Rudolph

    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.

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    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.

    0
  • Rudolph

    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 :)

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    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.

    1
  • Candice

    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.

    2
  • Admin

    +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.

    0
  • Kim Wilson (Larson)

    We are also interested in this!

    1
  • Liza P.

    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!

     

    0
  • Vincent Tellier

    Hey Rudolph!

     

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

     

    Vincent

    0
  • Anna

    Agreed, this would be great!

    0
  • Mari J Sanz

    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.

    0
  • Yu-Hsuan Chao

    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 :) 

    1
  • Ethan Chia

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

    1
  • Adelaine Ho

    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...

    0
  • Vincent Tellier

    Zendesk Message is included in Zendesk Chat plan so you have access to it: https://support.zendesk.com/hc/en-us/articles/360022186014-Getting-started-with-Message

    0
  • Heidi Tindle

    Adelaine Ho seems like maybe they used a Chat bot handover, where a specific message triggered the conversation to transfer in as a new request. Seems you can trigger it to transfer based on what a customer says, or what the bot says. If you wanted conversations to immediately go to chat, I'm guessing you could set up a Chat bot message immediately that says "A live agent will be with you shortly" or something to that effect. 

     

    Check out some documentation here: https://support.zendesk.com/hc/en-us/articles/360022368233

    0
  • Bela Vizy

    One vote from us! This would be a great feature! Facebook is very hot. Brands have more traffic on their FB page nowadays than on their own website. "Is your store open?" "Is xxx gluten free?" "Can I take my dog?" and of course "Can I chat with a human?". Please do it! It's easy!

    PS: I just saw Zendesk Message... Sorry. That is better than nothing. But the chat integration would be a lot simpler for the ZD agents.

     

    0
  • Brian

    We need this too please. We're looking to integrate full-on bot/messenger marketing but we dont want to lose out on customer service integration.

    0
  • Heidi Tindle

    For everyone asking about this, 

    1. Yes, Zendesk needs to create this integration BUT

    2. I think I found a work-around 

     

    This youtube video I found shows the process of setting up a bot on FB messenger, and then using Zendesk you can set up a bot-handover to a real agent: https://www.youtube.com/watch?v=s_0ILAjWevY

     

    Other helpful documentation from Zendesk: 

    https://support.zendesk.com/hc/en-us/articles/360022368073

    https://support.zendesk.com/hc/en-us/articles/360022368313-Setting-up-bot-handover-using-Facebook-Messenger-handover-protocol

    https://support.zendesk.com/hc/en-us/articles/360022368233

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