Plan requirement
| Subscription | Any plan |
| Access | Admin |
Zendesk connects to the messaging platforms your customers already use. Each has its own rules about what you may send.
The channels
- WhatsApp. The largest by volume in most of Europe, with the strictest rules about contacting people first.
- Facebook Messenger. Long established, with a window after which you cannot reply freely.
- Instagram Direct. Similar rules to Messenger.
- Others, depending on your market.
They all become tickets
A social conversation lands in the same queue as everything else, with the same routing and the same reporting. Agents do not switch tools.
That is the main reason to bring social into Zendesk rather than answering from the platforms themselves, where nothing is tracked and nobody knows what was promised.
The rules differ, and they are not yours
Each platform sets its own limits on when you may message somebody, what you may send, and how long a conversation stays open. Those are the platform's rules, and they change.
The consequence worth knowing up front: you generally cannot start a conversation freely. Replying to somebody who contacted you is straightforward; reaching out first is restricted.
Choose by where your customers are
Not by which is newest. A channel your customers do not use is a queue nobody watches, and one they do use is a channel you have to staff.
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