Configuring an Instant Messaging Integration

Configure an Instant Messaging integration before agents begin using the messaging channel.

Before configuration

Prepare the provider account and any credentials or identifiers required by the integration.

Configure the integration

1. Open Instant Messaging settings.
2. Open the Integrations area.
3. Choose the supported integration.
4. Enter the required provider or account information.
5. Complete authentication or connection steps.
6. Save the integration.
7. Send a controlled test message.

Validate communication

Confirm that an incoming customer message reaches the Helpdesk and that an authorized reply can be sent successfully.

Access and security

Limit integration configuration to authorized administrators.

Treat access tokens, passwords, and provider credentials as secrets.

Good practices

Document which business account is connected and who owns it operationally. Re-test after provider-side account or credential changes.