Being there for your customer wherever and whenever they need help, is crucial to providing a great support experience. However, unless you have a large team of agents, it's not possible to be available on live chat 24 hours a day.
Fortunately, the Chat Offline Form lets customers submit questions even when no agents are online. The request comes in as an offline message and agents can respond once they are available. Starting today we're excited to add two additional contact options to the Offline Form - Facebook Messenger and Twitter Direct Messages (DMs).
Your customers will appreciate the fact that they can ask questions even while you are away and your agents will be able to easily respond to those messages once they come back online. An additional benefit, is that when an agent responds, the customer will get notified via the messaging app on their device (i.e. through a push notification).
Private messaging channels, like Facebook Messenger and Twitter DMs, have become incredibly popular among consumers. Since their customers are already on these channels, it's no surprise that businesses have started adopting Facebook and Twitter for their support needs.
How to add a social channel?
To turn on this feature, go to the offline form section of the widget settings and you should see the following:
After clicking on Messenger or Twitter, you will need to provide your Messenger username/page ID and your Twitter ID. If you need help finding your Twitter ID or Facebook page ID, have a look at this help center article.
If you are an existing Zendesk Message customer and have a connected Facebook page or Twitter account, double-clicking on the field will present a dropdown for you to easily select which page or account you want to be visible on the widget.
What do visitors see on the widget?
Visitors will see the social channels in the Offline Form widget on both desktop and mobile web. It will look like this:
Requirements & Platform Support
The new messaging channel options in the offline form will only be available to customers using the Chat standalone widget or the Zendesk Web Widget in Chat-only configuration.
If you are using the Contact Form option with Chat in the Web Widget, you will not see these new options in the widget settings screen.
Try Zendesk Message
If you haven't tried the Message product out already, the good news is it is now available to all paying Chat customers. Once you connect your Facebook or Twitter page, you can have agents respond to messages directly from the Message dashboard at no additional cost.
Let us know if you have any questions or feedback on the new offline form options and we will get back to you as soon as we can.