Zendesk Message is a new feature available only as an extension to Zendesk Chat. For businesses wanting to extend their Chat expertise to new messaging channels, Zendesk Message funnels inbound conversations from popular messaging apps into a central location for agents to manage at scale. It supports the latest messaging innovations like shopping menus, one-touch replies and chat bots, businesses can offer customers an immersive experience on their favorite messaging app.
With Message, businesses can now stay open to customers 24/7 and customers in turn receive notifications on their favorite messaging apps, keeping them persistently engaged.
Zendesk Message currently allows Chat admins to connect multiple profiles from 3 messaging apps to the Message dashboard: Facebook Messenger; Twitter Direct Messages and LINE (with a maximum limit of 12 profiles across all 3 channels). More messaging apps will be added over the course of the year.
For details on managing Message channels, see Adding and managing channels.
Using Message for your business
Here are some examples of how you can use Message:
- Customer support: Inform your customers that they can now reach your support team via Facebook Messenger, Twitter Direct Messages of LINE. Your Chat agents need to be briefed and trained to handle the inbound queries from these new channels.
- Marketing campaigns: Use Facebook Message at the default destination for your Facebook ads when you build any marketing campaigns. Your marketing/social team should be in charge of the outbound messages, but your Chat team should start handling all inbound enquiries resulting from these ads.
- Sales: If you’re feeling adventurous, build a simple chatbot (that lives in the a messaging channel like Facebook Messenger) to answer frequently asked questions from visitors and guide them towards a potential sale. Once they have reach a point where they are ready to make a purchase (or if they have more questions the chatbot can’t answer), “handover” the conversation to your agents over Zendesk Message.
Pricing and packaging
Zendesk Message will be available for free to all Chat customers (all plans) till Nov 01, 2017. On November 01, 2017, Message will only be available to customers on the new Chat Enterprise plan at no additional cost. Customers in other plans who wish to continue using Message will need to upgrade to Chat Enterprise.
Setting up Message
For detailed documentation on using Message, see Zendesk Message documentation.