Dive into automating messaging workflows and integrating with other platforms. This section covers setting up bots, linking with third-party tools, and using API to streamline support processes and enhance functionality.
Q: How do I set up a bot to handle common customer inquiries?
A: You will need to create a conversation bot with defined answer flows.
- Follow this guide here: Creating conversation bot answers for common customer questions
Q: What integrations are available with Shopify or other e-commerce platforms?
A: You can utilise the "Make an API call" answer step to achieve a Messaging integration with your CRM to pull information into your bot messages and more.
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Understanding the step types for bot answers
- See subtitle: Make an API call
Q: How can I automate responses for FAQs using Zendesk?
A: You will need to create a conversation bot with defined answer flows.
- Follow this guide here: Creating conversation bot answers for common customer questions
Q: Are there third-party tools that work well with Zendesk messaging?
A: Yes, you can integrate with 3rd party tools such as social media platforms, CRM or e-Commerce tools.
Q: Can we use API to push data from other systems into messaging tickets?
A: Yes you can. You can utilise the "Make an API call" answer step to achieve a Messaging integration with any API to pull information into your bot messages and more.
-
Understanding the step types for bot answers
- See subtitle: Make an API call
Q: Can we embed Messaging (and other widget functions) into our mobile app?
A: Yes you can by utilising the Mobile SDKs. This will require assistance from a developer who can assist & implement this for you.
Q: Can we embed a voice call button inside the Messaging widget which allows customers to click-to-call, instead of initiating a messaging conversation.
A: Yes this is possible utilising some custom code. This will require assistance from a developer who can assist & implement this for you.
Q: When a conversation begins, would the apps we have in place on Zendesk / visible to agents on tickets in the apps panel, still work without any issues?
A: Yes, all of your apps will continue to work on your messaging tickets.
Q: Can we send proactive messages via the messaging widget?
A: Yes you can! With proactive messaging, you can deliver targeted messages to your customers through your Web Widget or mobile SDK channel without waiting for them to start the conversation.
- About proactive messages
- Creating proactive messages for the Web Widget
- Creating proactive messages for mobile SDK channels
- Proactive messaging conditions and events reference