How to manage social messaging channels

Issue symptoms My Facebook integration, Facebook messenger, or Instagram Direct channel is not syncing or working cor...

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The Facebook integration for Zendesk lets you create tickets from public and private messages left by your customers ...

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Question By default I only see the last 10 messages of my conversation when the conversation is passed from my bot to...

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Question Can I set my business hours for social messaging channels? Answer It's not possible to prevent messages from...

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Question How long do I have to connect a WhatsApp number under a new display name? Answer Once a new display name has...

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Issue symptoms When I reply on Instagram, the comment isn't reflected in the Zendesk Support ticket. Resolution steps...

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Question Why aren't tickets created when customers reach out with an audio, image, or video message only in WhatsApp ...

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Question Can I connect multiple subdomains to the Sunshine Conversations app? Answer No, only one Zendesk subdomain c...

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Question Can I update the requester of a live chat or message in the Agent Workspace? How will that impact future tic...

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Question This is the flow of my messaging conversation: A message from an end-user is integrated to the messaging ch...

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Issue symptoms I am trying to integrate my Facebook page, but the following error message shows: Channel couldn't be ...

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Issue symptoms Why can I not select my Instagram account from the Select Instagram Profile option?  Resolution steps...

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Question With WhatsApp template messages, are there any proactive messaging caveats I should know about? Answer You a...

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Question Users are mentioning my Facebook page in their public posts. Why don't I see a ticket for these posts in Zen...

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Issue symptoms Using the X (formerly Twitter) channel, agents replies are visible on the X thread and not reflected i...

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Question How do I verify my Zendesk Talk number for WhatsApp? Answer When activating a new WhatsApp number, WhatsApp ...

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Issue symptoms Sometimes my agents receive the error an unsupported message type was sent by user when they work with...

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Question How can I delete a WhatsApp number from the user's profile? From the context panel of your ticket, the phone...

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Question When using bulk ticket management to add public comments to WhatsApp tickets, the message does not reach the...

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Issue symptoms When the auto-responder within Facebook Messenger sends a follow-up message, the ticket status in Zend...

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Question Why are new profiles created for existing Zendesk users contacting through social media channels? Answer Thi...

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Question Can I bypass the seven day rule for Facebook Messenger responses? Answer No, you cannot bypass the seven day...

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Issue symptoms When I try to add my Facebook account to Zendesk, Facebook Messenger isn't listed as a channel I can a...

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Issue symptoms When I attempt to add Instagram Direct to my account, there is no option to do so. The instructions th...

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Issue symptoms New comments from Facebook posts or sponsored links or ads aren't creating new tickets. Resolution ste...

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Issue symptoms When I reply to a Facebook or Instagram message, I receive an error message right below the comment th...

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Question I want to integrate Facebook Messenger with my account. Do I need to add social messaging to my account firs...

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Question Does Zendesk support Meta Business Suite and Business Manager? Answer No, Meta Business Suite and Business M...

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Question How do I remove my Facebook channel? Answer The instructions to remove your Facebook account from Zendesk ch...

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