Social and third-party messaging resources

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<p id="docs-hc-snippet" style="display: none;">This article provides a list of help center and developer documentation resources to help you understand, configure, and use social and third-party messaging channels.</p>
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<p class="p" dir="ltr">This article provides a list of help center and developer documentation
resources to help you understand, configure, and use social and third-party
messaging channels.</p>
<p class="p" dir="ltr">This article includes the following topics:</p>
<div class="p">
<ul class="ul" id="topic-1__ul_jrb_c1n_gvb">
<li class="li"><a class="xref" href="#topic_vdc_gwy_gmb">Getting started</a></li>
<li class="li"><a class="xref" href="#topic_r3m_1wl_gvb">Evaluating and testing</a></li>
<li class="li"><a class="xref" href="#topic_pmn_szm_gvb">Installing</a></li>
<li class="li"><a class="xref" href="#topic_avc_pzm_gvb">Configuring</a></li>
<li class="li"><a class="xref" href="#topic_kch_1wl_gvb">Branding and displaying</a></li>
<li class="li"><a class="xref" href="#topic_klf_1wl_gvb">Automations, routing, and business rules</a></li>
<li class="li"><a class="xref" href="#topic_kzd_1wl_gvb">Security and authentication</a></li>
<li class="li"><a class="xref" href="#topic_u1k_1wl_gvb">Agent guide to social and third-party channels in the Agent Workspace</a></li>
<li class="li"><a class="xref" href="#topic_ntc_5ym_gvb">End user experience</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vdc_gwy_gmb">
<h2 class="title topictitle2" id="ariaid-title2">Getting started</h2>
<div class="body">
<ul class="ul" id="topic_vdc_gwy_gmb__ul_bvp_zzm_gvb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830642202-Evaluating-messaging-in-your-Zendesk-Suite-trial-account" target="_blank">Evaluating messaging
in your Zendesk Suite trial account</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831648794-Getting-started-with-social-messaging" target="_blank">Getting started with
social messaging</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_r3m_1wl_gvb">
<h2 class="title topictitle2" id="ariaid-title3">Evaluating and testing</h2>
<div class="body">
<ul class="ul" id="topic_r3m_1wl_gvb__ul_ptl_wzm_gvb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830642202-Evaluating-messaging-in-your-Zendesk-Suite-trial-account" target="_blank">Evaluating messaging
in your Zendesk Suite trial account</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886173338" target="_blank">About the CSAT
(Customer Satisfaction) user experience for email
and messaging</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724610509082-Analyzing-your-messaging-tickets" target="_blank">Analyzing your
messaging tickets</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724624097818-Metrics-and-attributes-for-Zendesk-messaging" target="_blank">Metrics and
attributes for Zendesk messaging</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724611131418-Overview-of-the-Zendesk-Messaging-dashboard" target="_blank">Overview of the
Zendesk messaging dashboard</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_pmn_szm_gvb">
<h2 class="title topictitle2" id="ariaid-title4">Installing</h2>
<div class="body">
<ul class="ul" id="topic_pmn_szm_gvb__ul_ixb_vzm_gvb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824058138#topic_tyk_1wk_2mb" target="_blank">Admin tasks for
adding social messaging to the Zendesk Agent
Workspace</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844075930#topic_f1b_qtg_t4b" target="_blank">Adding social
messaging channels to your sandbox for
testing</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835753370-Adding-Facebook-Messenger-channels-to-the-Zendesk-Agent-Workspace" target="_blank">Adding Facebook
Messenger channels to the Zendesk Agent
Workspace</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408819897242" target="_blank">Setting up your
public Facebook channel</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832388250-Adding-Twitter-DM-channels-to-the-Zendesk-Agent-Workspace" target="_blank">Adding X DM
channels</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842821786-Adding-WhatsApp-channels-to-the-Zendesk-Agent-Workspace" target="_blank">Adding WhatsApp
channels to the Zendesk Agent Workspace</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820034970-Adding-WeChat-channels-to-the-Zendesk-Agent-Workspace" target="_blank">Adding WeChat
channels to the Zendesk Agent Workspace</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844138394-Adding-LINE-channels-to-the-Zendesk-Agent-Workspace" target="_blank">Adding LINE channels
to the Zendesk Agent Workspace</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836484378-Adding-Sunshine-Conversations-channels-to-the-Zendesk-Agent-Workspace" target="_blank">Adding Sunshine
Conversations channels to the Zendesk Agent
Workspace</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_avc_pzm_gvb">
<h2 class="title topictitle2" id="ariaid-title5">Configuring</h2>
<div class="body">
<ul class="ul" id="topic_avc_pzm_gvb__ul_xch_11n_gvb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883122714-Setting-up-your-public-Twitter-channel" target="_blank">Setting up your X
channel</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408819897242#topic_ejk_hp3_zl" target="_blank">Editing your public
Facebook channel</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842821786-Adding-WhatsApp-channels-to-the-Zendesk-Agent-Workspace#topic_mvs_fvk_55b" target="_blank">Editing your WhatsApp
business profile</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826273178-Adding-social-media-buttons-to-your-emails" target="_blank">Adding social media
buttons to your emails</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846651290-Using-the-Message-Us-button-to-guide-users-to-your-WhatsApp-or-Facebook-Messenger-channel" target="_blank">Using the Message Us
button to guide users to your WhatsApp or Facebook
Messenger channel</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835013018-Adding-and-configuring-Instagram-Direct#topic_qsm_dds_x4b" target="_blank">Configuring the
Instagram channel</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822333722" target="_blank">Using bot builder to
create a social messaging bot</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_kch_1wl_gvb">
<h2 class="title topictitle2" id="ariaid-title6">Branding and displaying</h2>
<div class="body">
<ul class="ul" id="topic_kch_1wl_gvb__ul_izz_v1n_gvb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846651290-Using-the-Message-Us-button-to-guide-users-to-your-WhatsApp-or-Facebook-Messenger-channel" target="_blank">Using the Message Us
button to guide users to your WhatsApp or Facebook
Messenger channel</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826273178-Adding-social-media-buttons-to-your-emails" target="_blank">Adding social media
buttons to your emails</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824394138-Setting-brand-for-your-Facebook-channel" target="_blank">Setting brand for
your Facebook channel</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845954714-Setting-brand-for-your-Twitter-channel" target="_blank">Setting brand for
your X channel</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838090266#topic_cqq_wb3_n3b" target="_blank">Setting up your
WhatsApp channel (standard agent
interface)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409103296154-Linking-social-channels-to-a-Web-Widget" target="_blank">Linking social
channels to a Web Widget</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_klf_1wl_gvb">
<h2 class="title topictitle2" id="ariaid-title7">Automations, routing, and business rules</h2>
<div class="body">
<ul class="ul" id="topic_klf_1wl_gvb__ul_ahn_bzm_gvb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5020833543450-Setting-up-notification-routing-for-messaging" target="_blank">Setting up
notification routing for messaging</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829019162" target="_blank">Routing messaging
tickets and notifications</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838007578" target="_blank">Sending automatic
responses to social messages</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883122714-Setting-up-your-public-Twitter-channel#topic_kyz_pkp_2g" target="_blank">Managing X tickets
with business rules</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824058138#topic_nbm_dsl_2mb" target="_blank">Setting triggers,
automations, and views for social
messaging</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_kzd_1wl_gvb">
<h2 class="title topictitle2" id="ariaid-title8">Security and authentication </h2>
<div class="body">
<ul class="ul" id="topic_kzd_1wl_gvb__ul_jyc_1zm_gvb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883122714-Setting-up-your-public-Twitter-channel#topic_zx1_ngk_gp" target="_blank">Understanding why
your X account might be deauthorized</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4634815441946-Reauthorizing-and-confirming-the-connection-between-Zendesk-Support-and-your-Facebook-pages" target="_blank">Reauthorizing and
confirming the connection between Zendesk Support
and your Facebook pages</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_u1k_1wl_gvb">
<h2 class="title topictitle2" id="ariaid-title9">Agent guide to social and third-party channels in the Agent Workspace</h2>
<div class="body">
<ul class="ul" id="topic_u1k_1wl_gvb__ul_abz_nzm_gvb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843683226" target="_blank">Receiving and sending
messages in the Zendesk Agent Workspace</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829025690" target="_blank">Using the
notifications list to manage
conversations</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5869718332954" target="_blank">Using WhatsApp
template messages to bypass the 24-hour
rule</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836484378-Adding-Sunshine-Conversations-channels-to-the-Zendesk-Agent-Workspace#topic_q3v_gbn_mmb" target="_blank">Working with Sunshine
Conversations channels in the Zendesk Agent
Workspace</a></li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409103296154-Linking-social-channels-to-a-Web-Widget#topic_dkz_5w4_jrb" target="_blank">Linking social
channels in the Web Widget: The agent
experience</a>
</li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4629038081306-Adding-the-Slack-Direct-Messages-channel#topic_k12_rmf_g5b" target="_blank">Using the Slack
Direct Messages channel</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_ntc_5ym_gvb">
<h2 class="title topictitle2" id="ariaid-title10">End user experience</h2>
<div class="body">
<div class="p">
<ul class="ul" id="topic_ntc_5ym_gvb__ul_jyr_xym_gvb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409103296154-Linking-social-channels-to-a-Web-Widget#topic_ujv_5w4_jrb" target="_blank">Linking social
channels in the Web Widget: End user
experience</a></li>
</ul>
</div>
</div>
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