Instant Messaging Overview

Instant Messaging allows the Helpdesk to support customer conversations through configured messaging integrations.

Messaging integrations

An integration connects the Helpdesk with a supported messaging provider or account.

The available capabilities depend on the provider and your Helpdesk configuration.

Conversations

Messaging conversations can provide a faster, more conversational support experience than traditional email.

Helpdesk context

Where supported, messages can be associated with contacts, tickets, or other service records.

Operational ownership

Messaging conversations should still follow clear ownership and escalation practices so requests are not lost between channels.

Customer expectations

Instant messaging often creates an expectation of faster responses. Configure staffing, notifications, and service expectations accordingly.

Good practices

Use approved business messaging accounts, protect integration credentials, and test incoming and outgoing communication before making the channel available to customers.