- Set up messaging to meet your customers where they are
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Demo: Set up messaging in your account 4 min
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Configure This 10 min
- Organize agents to handle conversations efficiently
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Organize your agents 1 min
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Demo: Add and organize agents to handle conversations efficiently 3 min
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Hands-on activity 10 min
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Knowledge Check 1 min
- Streamline conversation volumes with routing
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Routing overview 2 min
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Demo: Route conversations to your agents 2 min
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Message concurrency 1 min
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Demo: Explore the agent online and offline experience 3 min
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Best Practices and Knowledge Check 1 min
- Manage messaging conversations to improve agent workflows
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Manage conversations 2 min
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Idle and offline conversations 3 min
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Demo: Manage messaging conversations to improve agents workflow 4 min
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Hands-on activity 5 min
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Knowledge check 1 min
- Style messaging on your website to match your brand
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Personalize your customer experience 1 min
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Demo: Customize the Web Widget 3 min
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Hands-on activity 5 min
- Automate customer interactions to provide smarter self-service
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Automation overview 7 min
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Demo: Create your first bot and answer flow 10 min
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Hands-on activity 10 min
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Train your bot with common phrases 2 min
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Advanced routing with Bot Builder 3 min
- Wrap Up
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Course Summary 2 min
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Key Terms 1 min
On-Demand: Use messaging to connect with your customers everywhere
Video (28 min)
Reading (25 min)
Hands-on activity (40 min)
Description
Learn how to use messaging to connect with your customers on the web, mobile, and social apps.
Course Topics
- Set up messaging to meet your customers where they are
- Organize agents to handle conversations efficiently
- Streamline conversation volumes with routing
- Manage messaging conversations to improve agent workflows
- Style messaging on your website to match your brand
- Automate customer interactions to provide smarter self-service
Audience
Zendesk admins who are new to messaging.
Recommended Pre-requisites
None
Instructional Designer
Please note
To enable messaging in your account, you must have a Zendesk Suite plan or a Zendesk Support and Chat subscription.
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