Agent Workspace & Routing

Sending out automated pending reminders via Zendesk Messaging

This article will show you how you can send out automated reminders over Messaging to your customers when your agents are awaiting a response.

Thomas Verschoren

Aug 27, 2024 — 4 min read

Last year I wrote an article about sending messages to customers over Messaging (WhatsApp, Web Widget,...) via the Sunshine Conversations API. This flow not only allows you to bypass the 24 hour rule for WhatsApp but also makes it possible to send messages to customers via triggers and automations.

A while back I had a reader reach out who wanted to convert my Pending automations for custom statuses (link) into a flow compatible for messaging.

So, this is exactly what this article will be about. But first, some context.

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Read more

Automated ticket redaction via triggers in Zendesk

Moving Toward Value-Added Conversations in Zendesk

Help Desk Migration: Migrate, Merge, and Consolidate your Zendesk data (sponsor)

Instructions for Zendesk Agent Copilot auto-assist