Zendesk messaging resources

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All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

This article contains resources related to Zendesk messaging, specifically for the web and mobile channels. It includes the following sections:

Understanding Zendesk messaging

Messaging for admins

Getting started

Setting up messaging channels

Creating automated conversational flows

Ratings and reporting

Messaging for agents

Live chat and Zendesk messaging

The end user experience with Zendesk messaging

Zendesk messaging is available on all Zendesk Suite plans, and on Support + Chat plans with the Agent Workspace enabled.

For help with social messaging, see Social messaging resources.

Understanding Zendesk messaging

About Zendesk messaging

Agent Workspace for Zendesk messaging

Messaging for admins

Getting started

Setting up Web Widget to add messaging to your website or help center

Adding Sunshine Conversations channels to the Zendesk Agent Workspace

Testing Zendesk messaging in your sandbox

Removing Web Widget to deactivate messaging for web and mobile

Setting up messaging channels

Routing Zendesk messaging tickets and notifications

Creating an out-of-office message in a web or mobile channel

Enabling continuous conversations to re-engage messaging customers

Restricting access to messaging channels by IP address

Tracking customer actions with messaging goals

Sending conversation inactivity reminders to end users

Setting up notification routing for live chat and messaging

Working with messaging in the Zendesk SDKs for Android and iOS

Using messaging metadata with the Zendesk Web Widget and SDKs

Creating automated conversational flows

Creating an AI agent to automatically resolve customer issues

Managing languages and translation support in AI agents

Ratings and reporting

About the CSAT (Customer Satisfaction) user experience for email and messaging

Messaging reporting in Zendesk Agent Workspace

Messaging for agents

Agent Workspace for Zendesk messaging

Translating conversations in the Zendesk Agent Workspace

Live chat and Zendesk messaging

Why migrating from live chat to messaging is the right choice

How migrating to messaging impacts Chat settings and capabilities

Chat triggers in Zendesk messaging

The end user experience with Zendesk messaging

Translating conversations: The end user experience

About the CSAT (Customer Satisfaction) user experience for email and messaging