Agent Experience with Social Channel Linking
What is the agent experience with social channel linking?
Agents use the Agent Workspace to communicate with customers, regardless of the channel the end user is on. The end user's channel choice is visible in the conversation history.
Agent responses are sent to the last channel used by the end user, and all messages are synced to the Web Widget. The customer's social channel identity is added to their customer card, and if they have previously contacted through a social channel, their profiles are merged with the Web Widget profile, except for Instagram DM, which creates a new ticket.
More related questions
What is social channel linking in Zendesk?
Social channel linking in Zendesk allows users to switch their conversation from the Web Widget to a preferred social channel like WhatsApp, Facebook Messenger, or Instagram DM. This feature enables users to continue their conversations seamlessly…
How does the end user experience social channel linking?
End users can switch their conversation from the Web Widget to a social channel like WhatsApp, Facebook Messenger, or Instagram DM. This allows them to continue the conversation on their preferred platform. Once social channel linking is enabled,…
How can I enable social channel linking in Zendesk?
To enable social channel linking, you need to access the Admin Center in your Zendesk account. Navigate to Channels, then select Messaging and social > Messaging. Choose the Web Widget you want to use with channel linking and select the social…
What are the requirements for using social channel linking?
To use social channel linking, your Zendesk account must be on a Zendesk Suite plan, have the Agent Workspace enabled, and have connected at least one social channel like WhatsApp, Facebook Messenger, or Instagram DM. These requirements ensure that…
Can I use social channel linking with mobile SDKs?
Currently, social channel linking is specific to web functionality and is not available for mobile SDKs. Mobile SDKs already have notification features for messaging on the go. If you have a specific use case for social channel linking in mobile…
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