Working with messaging for your mobile channel

<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>
<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="body">
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> This article applies to Zendesk accounts using the messaging Web Widget. If
you are using the classic Web Widget, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832031898" target="_blank">Activating messaging when migrating from Web Widget
(Classic)</a>. </div>
</div>
<p class="p">You can provide messaging functionality on your mobile app through Android, iOS, and
Unity SDKs. You can customize and configure an SDK's appearance and other settings in
the Admin Center, then provide your developer with the Channel ID they will need to
complete the integration following the
<a class="xref" href="https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/" target="_blank">official developer documentation</a>.</p>
<p class="p">This article includes the following topics:</p>
<div class="p">
<ul class="ul" id="topic_wx5_vnc_gnb__ul_jjq_lmn_l4b">
<li class="li"><a class="xref" href="#topic_cbc_x1t_xnb">Creating a new mobile channel for messaging</a></li>
<li class="li"><a class="xref" href="#topic_kzg_ync_gnb">Customizing and configuring the Zendesk mobile SDKs</a></li>
<li class="li"><a class="xref" href="#topic_ig1_2sq_gnb">Installing messaging on your mobile app</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_cbc_x1t_xnb">
<h2 class="title topictitle2" id="ariaid-title2">Creating a new mobile channel for messaging</h2>
<div class="body">
<p class="p">Before configuring the Android, iOS, or Unity SDK, you'll need to create your mobile
channel in the Zendesk Admin Center and then assign it to a brand before you can
customize and configure it, as described below.</p>
<p class="p"><strong class="ph b">To create a new Android/iOS channel</strong></p>
<ol class="ol" id="topic_cbc_x1t_xnb__ol_cnm_1bt_xnb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_cbc_x1t_xnb__d8e868" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li">Click the
<strong class="ph b">Add Channel</strong>
button, then select your channel:
<strong class="ph b">Android</strong>,
<strong class="ph b">iOS</strong>, or
<strong class="ph b">Unity</strong>.</li>
<li class="li">On the Add Android/iOS/Unity SDK page, configure each of the sections:
<ul class="ul" id="topic_cbc_x1t_xnb__ul_enm_1bt_xnb">
<li class="li">
<strong class="ph b">Start with the basics</strong>: Enter a channel name. If your
account has multiple brands, use the drop-down menu to select a brand.
Click
<strong class="ph b">Next</strong>.</li>
<li class="li">
<strong class="ph b">Install in your app</strong>: Copy the Channel ID that your
development team can use to install the mobile SDK into your app. Use
the provided link to view
<a class="xref" href="https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/" target="_blank">detailed instructions</a>
for
installing your selected SDK. Click
<strong class="ph b">Next</strong>.</li>
<li class="li">
<strong class="ph b">Make it your own</strong>: Select a Primary color using the
picker or by entering a hexadecimal number. Enter a channel title to
display in the messaging header. You can refine these selections later
in the configuration sections. Click
<strong class="ph b">Next</strong>.
<p class="p">The channel's edit
page opens, where you can continue
<a class="xref" href="#topic_kzg_ync_gnb">configuring your mobile SDK's appearance and
messaging behavior</a>.</p>
</li>
</ul>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_kzg_ync_gnb">
<h2 class="title topictitle2" id="ariaid-title3">Customizing and configuring the Zendesk mobile SDKs</h2>
<div class="body">
<div class="p">Zendesk mobile SDKs include multiple components that you can customize to best represent your
business. The settings described in this section are used to configure how
messaging looks and behaves in your mobile app.<div class="note note">
<span class="notetitle">Note:</span> You need to wait 10
minutes, then restart your mobile app for saved configuration changes
to appear .</div>
</div>
<p class="p"><strong class="ph b">To configure messaging for your mobile channel</strong></p>
<div class="p">
<ol class="ol" id="topic_kzg_ync_gnb__ol_zcr_brq_gnb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_kzg_ync_gnb__d8e868" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li">Click the mobile channel you want to update.</li>
<li class="li">Click the tab with the components you want to customize. Use the links below
to view more detailed information on the options available on each tab:
<div class="p">
<ul class="ul" id="topic_kzg_ync_gnb__ul_u1c_hsq_gnb">
<li class="li">
<a class="xref" href="#topic_hw2_dsq_gnb">Basics</a>
(channel name)</li>
<li class="li">
<a class="xref" href="#topic_qsl_dsq_gnb">Style</a>
(SDK
appearance)</li>
<li class="li">
<a class="xref" href="#topic_lth_sfv_ttb">Responses</a>(Business hours, first message,
and AI agent activation)</li>
<li class="li">
<a class="xref" href="#topic_ic5_dsq_gnb">Notifications</a>
(Push notification settings – Android
and iOS only)</li>
<li class="li">
<a class="xref" href="#topic_yq5_vfv_ttb">Authentication</a>
(Security settings)</li>
<li class="li">
<a class="xref" href="#topic_ig1_2sq_gnb">Installation</a>
(Channel ID and help center embed)</li>
</ul>
</div>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_hw2_dsq_gnb">
<h3 class="title topictitle3" id="ariaid-title4">The Basics tab</h3>
<div class="body">
<p class="p">The Basics tab includes an editable Channel name field.</p>
<p class="p">The Channel name field is populated with the name used in the
<a class="xref" href="#topic_cbc_x1t_xnb">initial channel setup</a>. Update
this name if needed to make it easy to identify in your channels list.</p>
<p class="p"><img class="image img-screenshot" id="topic_hw2_dsq_gnb__image_lrn_3tq_gnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_sdk_basics_tab.png" width="400"></p>
<p class="p">Click
<strong class="ph b">Save</strong>
after making any updates.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_qsl_dsq_gnb">
<h3 class="title topictitle3" id="ariaid-title5">The Style tab</h3>
<div class="body">
<p class="p">The Style tab includes the appearance-related components of the SDK.</p>
<p class="p"><img class="image img-screenshot" id="topic_qsl_dsq_gnb__image_vv3_55q_gnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_sdk_style_tab.png" width="400"></p>
<p class="p">You can update the following:</p>
<div class="p">
<ul class="ul" id="topic_qsl_dsq_gnb__ul_epy_r5q_gnb">
<li class="li">
<strong class="ph b">Primary color</strong>, the main color of the launcher button and SDK
header. Enter a hexadecimal number, or click the color swatch to open a
color picker.</li>
<li class="li">
<strong class="ph b">Message color</strong>, the color of the bubble around customer messages.
Enter a hexadecimal number, or click the color swatch to open a color
picker.</li>
<li class="li">
<strong class="ph b">Action color</strong>, the color of any buttons or tappable elements in
the conversation, such as Quick Reply messages. Enter a hexadecimal
number, or click the color swatch to open a color picker.</li>
<li class="li">
<strong class="ph b">Title</strong>, text which appears at the top of the SDK's conversation
screen – usually your business or brand name.</li>
<li class="li">
<strong class="ph b">Description</strong> (optional) a short piece of text under the title.
This can be information you want to share or a tagline, for example.
Enter the description in the text box.</li>
</ul>
</div>
<p class="p">Click
<strong class="ph b">Save</strong>
after making any updates.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_lth_sfv_ttb">
<h3 class="title topictitle3" id="ariaid-title6">The Responses tab</h3>
<div class="body">
<p class="p">The Responses tab allows you to customize the first message, which greets your customers when
they initiate a messaging conversation in your mobile app. You can
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834810394-Working-with-messaging-in-your-Android-and-iOS-SDKs#topic_k4c_fgv_ttb" target="_blank">apply a support schedule</a> to create
separate default responses for your working hours and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834810394-Working-with-messaging-in-your-Android-and-iOS-SDKs#topic_xyj_hgv_ttb" target="_blank">add an AI agent</a>. </p>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested3" id="topic_k4c_fgv_ttb">
<h4 class="title topictitle4" id="ariaid-title7"><strong class="ph b">Applying Support schedules to the channel</strong></h4>
<div class="body">
<p class="p">When you apply an established <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842938522" target="_blank">Support schedule</a> to your mobile
channel, you can create different responses for customers based
on whether they contact you during or outside of your set office
hours. You can apply any of your Support schedules to the
responses.</p>
<div class="p">If you do not apply a Support schedule, customers receive the same
response, regardless of the time or day they initiate a messaging
conversation.
<div class="note note">
<span class="notetitle">Note:</span> Support schedules are not available on all Suite
plans. If your plan does not offer schedules, you can use
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842866074" target="_blank">out-of-office triggers</a>
to
manage basic responses.
</div>
</div>
<p class="p"><strong class="ph b">To apply a business hours schedule to your mobile
channel</strong></p>
<div class="p">
<ol class="ol" id="topic_k4c_fgv_ttb__ol_c3c_sgv_ttb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_k4c_fgv_ttb__d8e868" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li">Click the name of the channel you want to edit. The Edit
channel page opens.</li>
<li class="li">Click the
<strong class="ph b">Responses</strong> tab.</li>
<li class="li">Expand the
<strong class="ph b">Business hours</strong>
section, and use the
drop-down to select a saved Support schedule. If you have not
created a Support schedule, you can skip this step.</li>
<li class="li">Expand the
<strong class="ph b">Response during business hours</strong> section
and update as described in
<a class="xref" href="#topic_gwp_fgv_ttb">Customizing the default messaging response</a>.
Repeat for the
<strong class="ph b">Response outside of business hours section</strong>, if
applicable.</li>
<li class="li">Click
<strong class="ph b">Save</strong>.</li>
</ol>
</div>
<p class="p">If you remove the business hours schedule, the Response during business hours
settings are applied.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested3" id="topic_gwp_fgv_ttb">
<h4 class="title topictitle4" id="ariaid-title8"><strong class="ph b">Customizing the default messaging response</strong></h4>
<div class="body">
<p class="p">Whether you are using the business hours option or not, you can
customize the response your customers receive when they launch a
conversation.</p>
<p class="p"><strong class="ph b">To customize your automated response</strong></p>
<div class="p">
<ol class="ol" id="topic_gwp_fgv_ttb__ol_nzh_ygv_ttb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_gwp_fgv_ttb__d8e868" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li">Click the name of the channel you want to edit. The Edit
channel page opens.</li>
<li class="li">Click the
<strong class="ph b">Responses</strong> tab.</li>
<li class="li">Expand the
<strong class="ph b">Response during business hours</strong> section.
The default messaging response information is displayed in the text
boxes.</li>
<li class="li">Update the following:
<div class="p">
<ul class="ul" id="topic_gwp_fgv_ttb__ul_uvc_1hv_ttb">
<li class="li">
<strong class="ph b">First message</strong>: Use the default message ("We're
offline right now. Leave your details so we can get back
to you later.”), or enter custom text that appears when
a customer initiates a messaging conversation in your
mobile app.</li>
<li class="li">
<strong class="ph b">Customer details</strong>: Use the drop-down to select the
information (Name and/or Email) you want to request from
the customer before transferring them to an agent.
Customers must enter information into these fields
before being handed off to an agent.
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span>
These settings may be impacted by your
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4411666638746" target="_blank">end-user
authentication configuration</a>.
</div>
</div>
</li>
<li class="li">
<strong class="ph b">Follow-up message</strong>: Enter the text that appears
after the customer submits the requested details.</li>
</ul>
</div>
</li>
<li class="li">If you're using business hours, expand the
<strong class="ph b">Response
outside of business hours</strong> section and update the information
as described in the previous step.</li>
<li class="li">Click
<strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested3" id="topic_xyj_hgv_ttb">
<h4 class="title topictitle4" id="ariaid-title9"><strong class="ph b">Adding an AI agent</strong></h4>
<div class="body">
<p class="p">At the bottom of the section, you have the option to add an AI agent to your messaging
configuration, which allows you to offer highly customized and
automated support to your customers.</p>
<p class="p"><img class="image img-screenshot" id="topic_xyj_hgv_ttb__image_q1m_tkd_btb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/responses_ww_enable_bot.png" width="400"></p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824263578" target="_blank">Creating an AI agent for your web and
mobile channels</a>.</p>
<p class="p">If you have already created an AI agent, you have the option of deactivating it and returning to
the default messaging response.</p>
<div class="p">
<img class="image img-screenshot" id="topic_xyj_hgv_ttb__image_wxn_xkd_btb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/responses_ww_disable_bot.png" width="400"><div class="note note">
<span class="notetitle">Note:</span> When you delete an AI agent, any
connected channels will revert to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500737327258-Configuring-messaging-responses-for-web-and-mobile-channels#topic_kzg_ync_gnb" target="_blank">default response settings</a>
configured above. </div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_ic5_dsq_gnb">
<h3 class="title topictitle3" id="ariaid-title10">The Notifications tab (Android and iOS only)</h3>
<div class="body">
<p class="p">The Notifications tab is where you can set up push notifications for
the Zendesk Android or iOS SDK.</p>
<p class="p">The required steps for configuring Android and iOS notifications differ. Choose
the procedure below that matches your setup.</p>
<p class="p"><strong class="ph b">To configure push notifications for your Android channel</strong></p>
<p class="p">First, create your service account key JSON file which contains your credentials
needed for the next steps.</p>
<ol class="ol" id="topic_ic5_dsq_gnb__ol_jny_jn2_3bc">
<li class="li">In the
<a class="xref" href="https://console.firebase.google.com/" target="_blank">Firebase console</a>, create a new project if you do
not already have one.</li>
<li class="li">Click
<strong class="ph b">Settings &gt; Service Accounts</strong>.</li>
<li class="li">Click
<strong class="ph b">Generate New Private Key</strong>, then confirm by clicking
<strong class="ph b">Generate
Key</strong>.</li>
<li class="li">Save the JSON file to a secure location.</li>
</ol>
<p class="p">In most migration scenarios, the Firebase Cloud Messaging (FCM) v1 API is
enabled by default. If you encounter errors when trying to contact the
endpoint, ensure that <strong class="ph b">Firebase Cloud Messaging API</strong> is enabled
in the list of APIs and services within the <a class="xref" href="https://console.developers.google.com/apis/dashboard?project=_" target="_blank">Google Cloud console</a>. </p>
<p class="p">Now configure the notifications in Admin Center.</p>
<div class="p">
<ol class="ol" id="topic_ic5_dsq_gnb__ol_mtk_x2s_m1c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ic5_dsq_gnb__d8e868" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li">Click the name of the channel you want to edit. The Edit
channel page opens.</li>
<li class="li">Click the
<strong class="ph b">Notifications</strong>
tab.</li>
<li class="li">Enter the following information using the contents of the
service account key JSON file you downloaded above:
<ol class="ol" id="topic_ic5_dsq_gnb__ol_z4d_lcc_y1c" type="a">
<li class="li">
<strong class="ph b">project ID</strong>: A unique identifier for your Firebase
project.</li>
<li class="li">
<strong class="ph b">Private key</strong>: A key that Firebase uses for
server-to-server communication.</li>
<li class="li">
<strong class="ph b">client email</strong>: The client email address (also called a
service account email) associated with the Firebase
project.</li>
</ol>
</li>
<li class="li">Click
<strong class="ph b">Save</strong>.</li>
<li class="li">Complete the steps described in the Zendesk Developers guide
for
<a class="xref" href="https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/android/push_notifications/" target="_blank">setting up push notifications for
Android</a>.</li>
</ol>
</div>
<p class="p">To configure push notifications for your iOS channel, you'll need an Apple developer account and
a .p12 file from APNs. If you already have these, you can skip to
configuring push notifications for your iOS channel.</p>
<p class="p">To create an Apple developer account, enroll
<a class="xref" href="https://developer.apple.com/programs/enroll/" target="_blank">here</a>.</p>
<p class="p">After you're enrolled, you can generate the .p12 file using these instructions from the Apple
developer website.</p>
<p class="p"><strong class="ph b">To generate a .p12 file</strong></p>
<ol class="ol" id="topic_ic5_dsq_gnb__ol_np4_nfs_m1c">
<li class="li">Log in to the Apple Developer Member Center and navigate to the
<a class="xref" href="https://developer.apple.com/account/resources/certificates/list" target="_blank">certificates list</a>.</li>
<li class="li">Click the + button at the top of the page to create a new
certificate, and select Apple Push Notification service SSL (Sandbox &amp;
Production).</li>
<li class="li">Select your app ID from the drop-down and click continue.</li>
<li class="li">Follow the instructions to generate a Certificate Signing Request
(CSR) using Keychain Access, and upload it to generate your
certificate.</li>
<li class="li">Once the certificate is ready, download it to your computer and
double-click it to open it in Keychain Access.</li>
<li class="li">Right-click the certificate you created, and select Export "Apple Push Services:
{your-app-id}."</li>
<li class="li">Choose a password and save the .p12 file to your computer.</li>
</ol>
<p class="p">Now, you're ready to configure your push notifications.</p>
<p class="p"><strong class="ph b">To configure push notifications for your iOS channel</strong></p>
<div class="p">
<ol class="ol" id="topic_ic5_dsq_gnb__ol_wrn_rfs_m1c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ic5_dsq_gnb__d8e868" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li">Click the name of the channel you want to edit. The Edit
channel page opens.</li>
<li class="li">Click the
<strong class="ph b">Notifications</strong>
tab.</li>
<li class="li">Upload the .p12 file from APNs and enter the certificate password. <p class="p"><img class="image img-screenshot" height="261" id="topic_ic5_dsq_gnb__image_jvj_sln_l4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_sdk_iOS_notifications_tab.png" width="624"></p>
</li>
<li class="li">Click
<strong class="ph b">Save</strong>.</li>
<li class="li">Complete the steps described in the Zendesk Developers guide
for
<a class="xref" href="https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/ios/push_notifications/" target="_blank">setting up push notifications for
iOS</a>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_yq5_vfv_ttb">
<h3 class="title topictitle3" id="ariaid-title11">The Authentication section</h3>
<div class="body">
<p class="p">See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4411666638746" target="_blank">Authenticating end users in
messaging</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_ig1_2sq_gnb">
<h2 class="title topictitle2" id="ariaid-title12">Installing messaging on your mobile app</h2>
<div class="body">
<p class="p">To install messaging on your mobile app, your you'll need to give your developers a
Channel key. You can find the Channel key, along with a link to the Zendesk
developer documentation, in the Installation section.</p>
<div class="bodydiv">
<img class="image img-screenshot" id="topic_ig1_2sq_gnb__image_pch_dyq_gnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_sdk_installation_tab.png" width="400">
</div>
<p class="p"><strong class="ph b">To obtain the Channel ID</strong></p>
<div class="p">
<ol class="ol" id="topic_ig1_2sq_gnb__ol_agj_xqp_kpb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ig1_2sq_gnb__d8e868" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li">Hover your cursor over the brand you want to update, click the options icon
(
<img class="image" id="topic_ig1_2sq_gnb__image_m35_1rp_kpb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_field_options_icon.png">), then click
<strong class="ph b">Edit</strong>.</li>
<li class="li">Click the
<strong class="ph b">Installation</strong>
section.</li>
<li class="li">Under
<strong class="ph b">Channel ID</strong>, click the
<strong class="ph b">Copy</strong> button to save the key to
your clipboard.</li>
<li class="li">Send this information to your developers.</li>
</ol>
</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408834810394",
"url": "https://support.zendesk.com/hc/en-us/articles/4408834810394-Working-with-messaging-for-your-mobile-channel",
"headline": "Working with messaging for your mobile channel",
"description": "You can create, customize, and configure messaging channels for mobile apps using Android, iOS, or Unity SDKs, including setting appearance, responses, notifications, and authentication, then provide the Channel ID to developers for integration.",
"articleSection": "Zendesk messaging",
"datePublished": "2021-10-16T03:59:22+00:00",
"dateModified": "2025-12-10T20:25:29+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408834810394"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Messaging",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405298882330"
}
}
}</script>