Messaging
Learn about Zendesk's social and web messaging, sunshine conversations, switchboards and conversation states.
Conversation Extensions enhance Zendesk AI Agents by embedding custom web views in conversations, enabling interactive UIs for complex tasks like bookings and refunds. They integrate metadata, support context-driven actions, and improve customer experience offering flexible, reusable solutions.
Zendesk’s classic email-based ticket lifecycle has evolved into a far more dynamic model shaped by messaging behaviour, conversation states, and AI Agents. This article explains how modern conversations starts and ends, and move between AI and human agents across the full ticket lifecycle.
Embeddable mode transforms the Zendesk Widget from a fixed overlay into a flexible, fully integrated component. You can embed it anywhere, split it into separate components, customise its UI, trigger conversations programmatically, and match it to your product’s layout and design.
Learn how to fully customize your Zendesk Web Widget with the new theming API. Go beyond Admin Center's basic options to create per-page themes, support dark mode, and match your brand perfectly. Includes a free theme builder tool and code examples for context-specific widget styling.
The new multi-conversations in Zendesk Messaging allows for, well, multiple concurrent conversations with AI Agents and your team in the Zendesk Web Widget and Mobile SDK. This feature is now available to all customers.
Zendesk’s new Messaging triggers enable automations similar to email tickets. You can notify customers of wait times, request CSAT feedback, or let them close a conversation. These triggers enhance the customer experience by allowing more customized interactions within Messaging.
Over the years, Zendesk evolved from simple email ticketing to offering a full suite of customer care solutions. They now support multiple channels, AI agents, social integrations, and web widgets. This article will dive into how their complex platform works, helping navigate conversational setups.
This tutorial shows you how to build an Answer flow for Zendesk Messaging that allows visitors to restart the conversation.
Sometimes you want to let your customers know if agents are available before they try to reach out. This article will show you how to do it (on any Zendesk plan!)
This article explains how you can use the Messaging Widget without a chatbot and still collect information from your customers
Discover the new Zendesk proactive messaging. Learn about the main features and advanced flows, including the ability to show proactive messages based on specific marketing campaigns. Target customers based on their locale, or offer a premier experience to VIP users.
Zendesk recently added the ability to their Messaging Widget to use Custom Launchers. This article shows you how to easily implement it.
