#UNREPLIED MESSAGES FACEBOOK HOW TO#

Controls in the composer vary depending on what channel you're using to reply. Use the composer to reply to messages in the Zendesk Agent Workspace.

Anytime during a conversation, you can also use the Status drop-down menu to set the current state of the ticket.

See Using the notifications list to manage conversations for details. If you don't have the ticket open when the user replies, your notification list is updated. YouвЂ™ll also see a New message indicator in the conversation. See Using ticket tabs to manage conversations for details. When the user replies to your message, youвЂ™ll receive a notification and the ticket tab updates.

You can continue the conversation as needed to complete the request.

#UNREPLIED MESSAGES FACEBOOK HOW TO#

Internal notes support text formatting, attachments, and emojis (via Apps).ДЇor more information on how to compose messages, see Composing messages.

Internal note: Updates the ticket with a private comment that other agents can see, but not the end user.

Call: Opens the Talk console so you can call the user.

Email messages support text formatting, attachments, To and CC fields, and emojis (via Apps).

Email: (if the userвЂ™s email address is available).

You cannot switch between a social messaging channel and the web messaging channel within the same conversation, but you can switch to other channels.

Messaging: Zendesk's web messaging channel.

Social messages support attachments, emojis, macros and shortcuts. You cannot switch between social message channels within the same conversation. For example, WhatsApp or Facebook Messenger.

Social messaging channel: For social messages, the same social messaging channel where you received the message.

The channel choices for your reply depend on the type of message you received. You can reply directly on the same channel, or you can pick another channel from the composer.

For example, a user's WhatsApp phone number and email address. If available, the essentials card includes the userвЂ™ messaging contact information. See Viewing customer context for details. To learn more about the user before you reply, click User in the context panel to see the userвЂ™s essentials card and interaction history.The conversation appears in the ticket with the userвЂ™s name and status at the top, along with the channel type.

Unreplied messages facebook