Rolling out conversational messaging support


Articles in the series




Messaging deployment guide:
Introduction
Part 1: About conversational support with
messaging
Part 2: Designing your conversational
messaging workflow
Part 3: Planning your staffing and
operational requirements
Part 4: Rolling out conversational messaging support

Articles in the series





Creating a detailed plan for rolling out your new conversational messaging support
process is critical to its success. If you've been following this
messaging deployment guide, you've already done the
following:


Identified your goals
for adopting
conversational messaging support.

Designed your workflows around your goals, including
which messaging channels to use, the
conversational style you're aiming
for, which aspects of the workflow you want to
automate, and how you'll route work to agents.

Planned for your staffing and operational
needs, including staffing requirements, operational configurations,
and training your agents for successful adoption of the new process.


After that, you're ready to roll out messaging to your organization. Depending on your
goals and decisions made when designing your workflow and staffing plan, you may need to
do some or all of the following steps:

Configure your messaging channels as needed:

Website channels
Mobile channels for Android, iOS, or Unity
SDKs

Social channels




Give your agents access to the appropriate
messaging channels.
Configure the AI agent and other automations for your messaging workflow, including:
Standard messaging responses
Social messaging responses
The AI agent you designed during planning


Configure your routing behavior for messaging tickets:


Activate
and
configure
omnichannel
routing
Configure notification
routing
Configure assigned
routing


(Optional) Leverage Copilot add-on for more automation in your messaging
workflow.

Train your agents
on your new
processes, experience, and expectations.



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