- Set up social messaging channels
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Social messaging overview 2 min
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Demo: Experience social messaging as an end user 1 min
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Demo: Connect Facebook Messenger and WhatsApp social media channels 3 min
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Demo: Set up auto-responder 1 min
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Demo: Let your customers know how to contact you 3 min
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CSAT for social messaging 2 min
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Add a bot to your social channels 4 min
- Set up your agent workflow
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Manage social messaging agents 4 min
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Route social messaging conversations to the right agents 3 min
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Configure this 15 min
- Handle social messaging conversations
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Manage social messaging conversations 2 min
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Demo: Handle social messaging conversations 4 min
- Track social messaging analytics
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Demo: Monitor the social messaging team performance with analytics 3 min
- Use Slack for Business Messaging
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Serve messages using the Slack Direct Messages channel 2 min
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Demo: Experience an internal use case for Slack Direct Messaging 2 min
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Demo: Experience an external use case for Slack Direct Messaging 2 min
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Demo: Set up Slack Direct Messaging 5 min
- Wrap up
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Course Summary 2 min
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Key Terms 1 min
On-Demand: Set up Social and Business Messaging in Zendesk
Learn how you can set up Social and Business Messaging channels in Zendesk.
Video (24 min)
Reading (18 min)
Configure this (15 min)
Description
This course will teach you how to set up social messaging channels so your customers can connect with your brand using the most popular social messaging apps in your region.
Course Topics
- Set up social messaging channels
- Set up your agent workflow
- Handle social messaging conversations
- Track social messaging analytics
- Serve messages with Slack Direct Message channel
Audience
Zendesk Admins who have experience with native messaging and are looking to add social channels. You must have a Support Suite account with the Agent Workspace experience enabled.
Recommended Pre-requisites
Instructional Designer