Outbound Messaging in Zendesk - Frequently asked questions
Frequently asked questions
What is the Relay app by Zendesk and what does it do?
The Relay app by Zendesk is a tool for sending bulk, proactive WhatsApp and SMS messages. It allows users to create and submit WhatsApp templates for approval, craft SMS message templates, and include interactive elements like buttons and…
How can I use the new 1:1 proactive messaging feature in Zendesk?
The new 1:1 proactive messaging feature in Zendesk allows agents to create a proactive ticket for end users and send it via WhatsApp or SMS. This feature is also available on the Zendesk Support mobile app, ensuring that end user responses are…
What feedback did Zendesk receive about the Relay app?
Zendesk received valuable feedback about the Relay app, including the need for easier integration with other CRMs to expand use cases. Users emphasized the importance of mapping conversations and users to the correct end users and tickets for…
Are there any costs associated with using the Relay app?
While there is no additional license fee for using the Relay app, you may incur charges from Sunshine Conversations after 25,000 Monthly Active Users (MAUs) and WhatsApp charges. It's important to consider these potential costs when planning to use…
How can I connect a phone number to the WhatsApp Business API for Zendesk?
To connect a phone number to the WhatsApp Business API for Zendesk, you need to complete the self-service process to create your WhatsApp Business account. Once your account is set up, you can connect a phone number to it, which is necessary for…
When will the Relay app be available on the Zendesk marketplace?
The Relay app was initially scheduled for release in April 2024 but was moved to May 27, 2024. It is now available on the Zendesk App Marketplace for installation. If you are interested in trying the app during its closed beta phase, you can create…
What are the key features of the Relay app for messaging?
The Relay app offers several key features for messaging, including the ability to create WhatsApp and SMS templates, add interactive elements like buttons and attachments, and personalize messages with dynamic values. It also allows you to preview…
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