Announcing social channel support in messaging triggers

Announced on | Rollout starts | Rollout ends
January 27, 2026 | January 27, 2026 | January 28, 2026

We’re thrilled to announce that messaging trigger capabilities are now available across all Zendesk-supported social channels, including WhatsApp, Facebook Messenger, Instagram DMs, and more.

This announcement includes the following sections:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

With this update, triggers can evaluate messages on all supported social channels based on your configured conditions and events, then perform the specified actions. See Creating messaging triggers for information on building triggers.

Why is Zendesk making this change?

Zendesk customers have indicated a strong interest in using messaging triggers for their social channel integrations. Additionally, it is a critical requirement for customers evaluating a move to Zendesk from other platforms.

What do I need to do?

This feature is automatically available for your account. Admins can begin creating messaging triggers for social channels in Admin Center as soon as the feature is rolled out to your account.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact