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Messaging

Messaging on your site, in your app and on WhatsApp

The web messenger replaces a Zendesk Web Widget with the same zE() calls. Bot flows answer first and hand over to an agent, who accepts, transfers or concludes the chat right in the ticket.

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Messaging

What you get

A web messenger with bot flows, plus WhatsApp, SMS and social messaging in the same workspace.

  • Snippet compatible

    Keep your zE() calls: open, close, identify and set fields work the same way.

  • Bot flows

    A visual flow builder for greetings, routing questions and hand-over to a human.

  • Accept, transfer, conclude

    Agents own a conversation explicitly; concluding sends the CSAT survey.

  • Verified visitors

    Sign customers in with a JWT from your own app so agents know who they are talking to.

  • Social and SMS

    WhatsApp through the Cloud API, Facebook Messenger, page posts, Instagram, Telegram, LINE, WeChat, X and SMS through Twilio or any compatible gateway.

  • Mobile apps

    Embed the messenger in iOS and Android apps through a WebView today; native SDKs are on the roadmap.

Coming from Zendesk?

Swap the script tag, keep your zE() calls. Messaging tickets land in the same views as email.

How switching works

Animated demo: one ChaosDesk ticket collects an email, a WhatsApp photo and a phone call with a live transcript from the same customer; the agent switches the reply channel to WhatsApp and sends the answer there.

More of the product

Bring your whole Zendesk history. Keep your way of working.

Import tickets, users, rules and the help centre, run both side by side, and switch when your team is ready.

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Send us a line from your work address and we will add you to the early access list.