To add social messaging channels to Zendesk, you need to connect your public and private social media accounts. Public channels like Facebook and X (formerly Twitter) can be added by following specific instructions for each platform. Similarly,…
To give agents access to social messaging conversations in Zendesk, you need to assign them a Chat Agent role. This role allows agents to participate in social messaging conversations once a social messaging channel is added. By assigning this…
Setting up workflows for social messaging in Zendesk involves configuring settings to manage incoming requests and track performance. You can define conversation routing to direct messages to specific agents or make them available to all….
Agents can prepare for handling social messaging in Zendesk by utilizing the Agent Workspace, which centralizes all messaging activities. They can take advantage of free training courses designed for administrators new to social messaging….
Yes, if you have an Enterprise account, you can set up social messaging in a sandbox environment to test it before making it public. This allows you to experiment with different configurations and ensure everything works smoothly without affecting…