Setting Up Workflows for Social Messaging in Zendesk
What are the steps to set up workflows for social messaging in Zendesk?
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. Additionally, enable automatic responses to acknowledge received messages and add a 'Message Us' button to your website or app for easy customer contact. You can also request feedback through satisfaction surveys to gauge customer service quality.
More related questions
How do I add social messaging channels to Zendesk?
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,…
How can I give agents access to social messaging conversations in Zendesk?
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…
How can agents prepare for handling social messaging in Zendesk?
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….
Can I test social messaging setup in Zendesk before going live?
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…
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