MessageBird for Zendesk Sell

Pre-requisites

• Must have an active Zendesk Sell account

• A MessageBird account is required

• In case of WhatsApp, an approved WhatsApp number is required

• Approved templates are required to initiate WhatsApp conversations

• Integrate the required MessageBird Channels

• Proactive messaging using the MessageBird channels

• Connect with Deals, Leads & Contacts of Zendesk Sell

• Reply to messages received through the enabled social media platforms

• Receive real-time notifications for incoming messages

• Share a message to all the desired contacts.

• Sync all the MessageBird approved templates directly into Zendesk Sell

• View the complete chat history

• Access all MessageBird chats within a conversation dashboard

Installation & Setup

• Find the extension MessageBird by Ulgebra within the Zendesk Marketplace.

• Click on 'Install'.

• Select your Zendesk account and install the extension.

• Click on Install to complete the installation process.

• Click on 'Send MessageBird Message' using the icon at the panel on top.

• Click on 'Authorize Now' to authorize your Zendesk Sell account.

• Enter the MessageBird Live Access Key and authorize the MessageBird account.

MessageBird By Ulgebra has been integrated to your Zendesk Sell.

Applications

MessageBird Conversations

• Go to any Zendesk Sell Lead, Contact or Deal.

• Under MessageBird by Ulgebra, click on 'Send MessageBird Message'.

• Select your MessageBird channel from the Choose Sender drop-down.

• In order to include additional recipients, click on 'Add Recipients'.

• Here you can search for any existing contact and add the contact under Recipients.

• Enter any contact number with country and click on 'Add'.

• Enter a default country code and select the condition for the same from the dropdown.

• Enter the message or insert a template.

• You can insert User Fields, Lead/Contact/Deal Fields and emojis into the message.

• In case of media template, upload attachments using the 'Attach File' option.

• Send the message.

Chat View

• Select 'Chat View' from the drop-down adjacent to MessageBird.

• Select the MessageBird channel of which you wish to see the chat.

• Select the recipient phone field.

• You can view the conversations held with the recipient using the selected channel along with the read receipts for the messages sent.

• Also, send messages from the Chat View.

Send Messages to multiple contacts

• Click on 'Send MessageBird Message' from the icon at the panel on top.

• Select the MessageBird channel.

• Click on 'Add Recipients'.

• Enter the contact number.

• Click on 'Add Number'.

• Similarly, multiple contacts can be added to send a message.

• Enter the message or insert a template.

• You can insert User fields and emojis if required.

• Include attachments in case of a media template.

• Send the message.

Conversations View

• From the drop-down adjacent to MessageBird, select 'Conversations View'.

• Here you can view all the conversations held through MessageBird.

• Select any contact to view the conversations of the particular contact.

• You can also send messages from the Conversations View.

• Select any MessageBird channel to view the conversations from the selected channel alone.

• Search for any contact number to view all the conversations with the particular number.

Incoming Messages

• Click on your profile within the extension interface.

• Select 'Incoming events sync'.

• Enable the feature 'Capture incoming messages' to receive the MessageBird messages into Zendesk Sell.

• Select the module to which new contacts are to be created in case an incoming message is received from a contact that does not exist in Zendesk Sell.

• You can opt to ignore messages from new contacts, thus incoming messages from nonexisting contacts would not create a new contact in Zendesk Sell.

• Enable the MessageBird channels from which you wish to receive incoming messages and disable the channels you do not wish to receive incoming messages from.

MessageBird Users Management

• Click on 'Manage App Users' under your profile within the extension interface.

• You can now view the list of Zendesk Sell Users.

• Using this feature the Zendesk Sell Admin can enable users to use their authorized MessageBird account.

• The admin can add or remove users based on their requirements. 

• The user can now choose to authorize MessageBird using the admin account or using their individual account.

Desktop Notifications

• Using this option you can allow multiple users to receive desktop notifications for your incoming MessageBird Messages.

• Under your profile within the extension interface, click on 'Message Notifications'.

• Enter the email id of the user for whom you wish to enable desktop notifications for. The user must have an Ulgebra account in the same email id.

• Copy and share the invite link with the user.

• The invite link must be opened on the browser of the user with the shared email id.

• Click on 'Start Receiving notifications on this browser'.

• The user can now receive desktop notifications.

Realtime Notifications

• Within the extension interface, access the notifications for incoming messages through the bell icon.

• Click on the bell icon.

• Here you can view the recent and past incoming messages.

• Click on 'Mark all as read' to clear the notifications.

Message History

• View the history of MessageBird messages as notes within the respective contact.

MessageBird Sender

Add Sender

• All the MessageBird channels would be available under Sender.

• In order to add a new sender click on '+Add New Sender'.

• Select the channel type as SMS or WhatsApp.

• Enter the MessageBird Sender ID.

• Enter the display name for the sender.

• Click on 'Save Sender'.

Pin Sender

• In order to select a default sender, click on the pin icon adjacent to the name of the sender.

• You can unpin the sender whenever required.

Message Templates

Approved Templates

• Click on 'Insert WhatsApp Templates'.

• Here you can access the MessageBird approved WhatsApp templates.

• Select any template.

• Under Placeholders, you can view the list of variables within the template.

• Adjacent to each variable, enter the value required or insert a CRM field.

Create Templates

• Click on 'Insert Template'.

• Select '+Add New Template'.

• Enter the name of the template.

• Enter the content of the template.

• You can also include placeholders and emojis.

• Click on 'Save Template'.

Edit Template

• Click on the edit icon adjacent to the name of the template.

• Make the required changes.

• Click on 'Save Template'.

Delete Template

• Click on the delete icon adjacent to the name of the template to delete any template.

Explore all the features of the extension.

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