Disconnecting a social channel

Removing a social channel stops new conversations. What happens to the ones in flight is the part to plan.

Removing a social channel stops new conversations. What happens to the ones in flight is the part to plan.

Disconnect it

1. Open the messaging channel settings in Admin Center.
2. Remove the channel.
3. Confirm.

Existing tickets stay. New messages on that platform stop reaching Zendesk.

Finish what is open first

Conversations still running when you disconnect cannot be replied to. Clear the queue for that channel before removing it, or you leave customers with an unanswered message and no way to tell them why.

The account stays visible

Disconnecting from Zendesk does not close your Facebook page or Instagram account. Customers keep messaging it, and those messages now go to whoever has the platform app open, which may be nobody.

Decide who watches it, or make it clear on the profile that messages are not monitored.

Tell people where to go instead

Update the profile with the channel you do want. A page that quietly stops answering costs more goodwill than one that says plainly where to reach you.

Reconnecting later

Possible, and history does not come back into the new connection. Old tickets remain in Zendesk; the conversation thread on the platform starts fresh.

See also

• Connecting Facebook and Messenger
• Decommissioning a support address