MessageBird Integration for Zendesk Support

Pre-requisites

• Must be a Zendesk Support User

• Must have a MessageBird account

• An approved WhatsApp number would be required in case of WhatsApp

• Approved templates to initiate WhatsApp conversations.

• Enable the required MessageBird Channels.

Features

• Connect with Zendesk Support Customers

• Instantly reply to Tickets

• Access all MessageBird conversations

• View the complete MessageBird chat history with Zendesk contacts

• Send MessageBird messages to one or more customers

• Receive incoming MessageBird messages within Tickets

• Receive real-time and desktop notifications

• Send pre-defined messages at any moment

Installation & Setup

• Visit the Zendesk Marketplace where the extension MessageBird for Support by Ulgebra can be found.

• Click on 'Install'.

• Select your Zendesk account and click on Install.

• Install the extension within your Zendesk Support account.

• Click on the MessageBird icon available on the navigation panel on the left.

• Enter your Zendesk Support domain.

• Enter the MessageBird Live Access Key.

• Authorize your MessageBird account.

MessageBird for Zendesk Support has been setup.

Extension Applications

MessageBird Customer Communication

• Go to any Zendesk Support Customer.

• Access the Apps panel on the right.

• Select MessageBird for Support by Ulgebra.

• You can initiate conversations using the WhatsApp, SMS and Viber channel of MessageBird.

• Select the MessageBird channel.

• You can now view the previous chats held with the Customer.

• Enter your message or insert a template.

• Insert User fields, Customer fields, emojis and attachments if required.

• Send your MessageBird message.

Ticket Replies

• Open a Ticket on Zendesk Support.

• Under Apps, access MessageBird for Support by Ulgebra.

• Select your MessageBird channel.

• View the previous chats with the associated customer.

• Enter the message or insert a template.

• Include emojis, placeholders and attachments if required.

• Send the message via MessageBird.

• You can also directly send a reply to MessageBird Tickets.

• Within the text box select 'Public Reply'.

• Enter your messages.

• Click on 'Submit as Open'.

MessageBird Dashboard

• Access the MessageBird Dashboard using the MessageBird icon available on the navigation panel.

• You can view the inbox of all the MessageBird Conversations held.

• Select any MessageBird conversation to view the chats of the selected conversation.

• Also, send messages from within the conversation.

• Select a particular sender from the drop-down to view the conversations held using a particular sender.

• Search for any contact number to access and send messages from a specific conversation.

Send MessageBird messages to one or more customers

• Select Form View from the dropdown adjacent to MessageBird.

• Select the MessageBird channel from which the message is to be sent.

• Click on 'Add Recipients'.

• Select the country code and enter the contact number.

• Click on 'Add'.

• Similarly, multiple contact numbers can be added.

• Enter a default country code and select the settings for the same if required.

• The conditions available are as follows:

1. do not add country code

The default country code can be ignored using this option and can be used if all the contacts in Zendesk Support contain a country code.

2. add for all phone numbers

In case the contact numbers in Zendesk Support do not contain a country code, you can use this option to add the country code to all the phone numbers.

3. add if phone number starts with 0

In case some of saved contact numbers begin with 0, you can use this option to add the default country code to such numbers alone

4. add if phone number not starts with country code

Using the option the default country code would be added to contact numbers that do not contain a country code alone. In case the number contains a country code, the default country code will be ignored.

• Enter your Message or insert a template.

• Insert placeholders and emojis based on your requirements.

• Send the MessageBird Message.

Instant MessageBird Messages

• From the left side panel, click on the MessageBird icon.

• This you can send instant messages via MessagBird from anywhere within Zendesk Support.

• Select your MessageBird channel.

• Click on 'Add Recipients'.

• Enter and add the contact number.

• You can add multiple contacts if required.

• Enter your message or insert a template.

• Send your MessageBird messages instantly.

Incoming MessageBird Messages

• Within the extension interface, click on your profile.

• Select Incoming Events Sync.

• Enable 'Capture incoming messages' to receive MessageBird messages into Zendesk Support.

• Incase of an existing Ticket, incoming messages will be added to the existing Ticket.

• In case of a message from a new contact, a Customer and Ticket would be created for the incoming message within the selected department.

• Enable 'Listen for ticket public comments to send replies' in order to reply to MessageBird Tickets using public comments.

• In case you do not wish for new customers to be created, enable 'Ignore messages from NEW customers'.

• This way messages from non-existing customers would not be synced into Zendesk Support.

• View the list of channels associated with the authorized MessageBird account.

• Enable the channels from which you wish to receive incoming messages.

• Disable the channels from which you do not wish to receive incoming messages.

Real-time Notifications

• View the number of latest incoming messages at the bell icon within the extension interface.

• Click on the bell icon.

• You can now view the unread incoming messages.

• The unread and read messages would be differentiated for ease.

• Select 'Mark all as read' to clear the notifications.

Desktop Notifications

• Allow multiple users to receive desktop notifications for your incoming MessageBird messages.

• Select 'Message Notifications'.

• Enter the email id of the required users.

• The user must have an Ulgebra account under the entered email id.

• Click on 'Add User'.

• Share the link received with the user.

• The user must open the link on their browser.

• Sign in to Ulgebra.

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

• The user would now receive desktop notifications for your incoming MessageBird messages.

Manage MessageBird Users

• Allow other Zendesk Support users to use the authorized MessageBird account of the admin.

• Select Manage App Users under your Ulgebra profile.

• You can view the list of Zendesk Support users.

• Add the users who can use the MessageBird account.

• You can also Remove, Add all and Remove all users.

• Within the user account, during MessageBird authorization, the user can choose the admin account.

• The user can also use another account if required.

MessageBird Tab

• Within the Ulgebra profile, select 'Open in New Tab'.

• This way the extension can be accessed in a separate tab.

• You now view all conversations and send MessageBird messages at any moment.

Reset Application

• Select 'Reset App Configurations'.

• Enter 'confirm'.

• Click on 'Reset'.

• All the history and details of the extension would now be deleted.

MessageBird Senders

Add Senders

• Add any MessageBird channel as a sender within the extension.

• Click on '+ Add New Sender'.

• Select the Channel type as WhatsApp or SMS.

• Enter the Sender Id.

• Enter the display name for the channel.

• Click on Save Sender.

Default MessageBird Sender

• Click on the pin icon adjacent to the name of the template to select a default sender.

Message Templates

MessageBird Templates

• Access all your MessageBird approved WhatsApp templates under 'Insert WhatsApp Template'.

• Select the approved WhatsApp template.

• Enter the values for the placeholders within the space provided.

• Enter your custom value or insert a field.

Create Template

• Under Insert Template, click on '+ Add New Template'.

• Enter the name and content of the template.

• Click on Save Template.

Edit Template

• Click on the edit icon beside the name of the template.

• Make the changes required.

• Save the edited template.

Delete Template

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

• The template has been deleted.

Enhance communication using the features above.

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