Social and third-party messaging resources

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.


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus









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.
This article includes the following topics:


Getting started
Evaluating and testing
Installing
Configuring
Branding and displaying
Automations, routing, and business rules
Security and authentication
Agent guide to social and third-party channels in the Agent Workspace
End user experience




Getting started


Evaluating messaging
in your Zendesk Suite trial account
Getting started with
social messaging




Evaluating and testing


Evaluating messaging
in your Zendesk Suite trial account
About the CSAT
(Customer Satisfaction) user experience for email
and messaging
Analyzing your
messaging tickets
Metrics and
attributes for Zendesk messaging
Overview of the
Zendesk messaging dashboard




Installing


Admin tasks for
adding social messaging to the Zendesk Agent
Workspace
Adding social
messaging channels to your sandbox for
testing
Adding Facebook
Messenger channels to the Zendesk Agent
Workspace
Setting up your
public Facebook channel
Adding X DM
channels
Adding WhatsApp
channels to the Zendesk Agent Workspace
Adding WeChat
channels to the Zendesk Agent Workspace
Adding LINE channels
to the Zendesk Agent Workspace
Adding Sunshine
Conversations channels to the Zendesk Agent
Workspace




Configuring


Setting up your X
channel
Editing your public
Facebook channel
Editing your WhatsApp
business profile
Adding social media
buttons to your emails
Using the Message Us
button to guide users to your WhatsApp or Facebook
Messenger channel
Configuring the
Instagram channel
Using bot builder to
create a social messaging bot




Branding and displaying


Using the Message Us
button to guide users to your WhatsApp or Facebook
Messenger channel
Adding social media
buttons to your emails
Setting brand for
your Facebook channel
Setting brand for
your X channel
Setting up your
WhatsApp channel (standard agent
interface)
Linking social
channels to a Web Widget




Automations, routing, and business rules


Setting up
notification routing for messaging
Routing messaging
tickets and notifications
Sending automatic
responses to social messages
Managing X tickets
with business rules
Setting triggers,
automations, and views for social
messaging




Security and authentication


Understanding why
your X account might be deauthorized
Reauthorizing and
confirming the connection between Zendesk Support
and your Facebook pages




Agent guide to social and third-party channels in the Agent Workspace


Receiving and sending
messages in the Zendesk Agent Workspace
Using the
notifications list to manage
conversations
Using WhatsApp
template messages to bypass the 24-hour
rule
Working with Sunshine
Conversations channels in the Zendesk Agent
Workspace

Linking social
channels in the Web Widget: The agent
experience

Using the Slack
Direct Messages channel




End user experience



Linking social
channels in the Web Widget: End user
experience




{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408839268378",
"url": "https://support.zendesk.com/hc/en-us/articles/4408839268378",
"headline": "Social and third-party messaging resources",
"description": "You can use this article to access comprehensive resources for understanding, configuring, and managing social and third-party messaging channels within your support environment.",
"articleSection": "Third party and social messaging channels",
"datePublished": "2021-10-16T05:37:24+00:00",
"dateModified": "2026-04-30T22:18:05.603555+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408839268378"