If you already have an existing Facebook Messenger and Twitter DM integrations and you want to use Facebook Messenger and Twitter DM in the Zendesk Agent Workspace instead, you can manually migrate your Facebook Messenger and Twitter DM settings. However, there is no automatic migration or migration wizard to assist you with this process.

You can migrate Facebook Messenger, or Twitter DM, or both.

You need to do the following, in this order:

1. If you haven't already,enable the Zendesk Agent Workspace.
2. Disable Facebook Messenger and/or Twitter DMas described below.
3. Close your Facebook Messenger and/or Twitter DM ticketsas described below.
4. Addyour Facebook Messengerand/oryour Twitter DMchannels.
5. Adjust your Facebook and/or Twitter business rules and viewsas described below.
6. Set upauto-respondersfor your Facebook and/or Twitter DM channels.

Integrations for Facebook Messenger and Twitter DM in the Zendesk Agent Workspace are different from Facebook and Twitter integrations that were configured in your Support admin settings that have private messaging enabled.

For example, the new integration includes these improvements:

• Attachments, keyboard shortcuts, and emojis are supported.
• Messages are delivered within a few seconds instead of minutes.
• The social messaging notifier is removed. You can use views to see your Facebook Messenger and Twitter DM tickets (instead of using the social messaging notifier).
• You can use thenotifications listto manage your Facebook Messenger and Twitter DM conversations

The new integration also has someFacebook limitationsand someTwitter limitations. Be sure to review these before you migrate.

If you are migrating, you need to disable private messaging from your current Facebook and Twitter integrations before you add a Facebook Messenger and Twitter DM channels to the Zendesk Agent Workspace.

Immediately after you disable private messaging, you will not be able to receive or send private messages with Facebook Messenger or Twitter DM until you finish adding the new Facebook Messenger and Twitter DM channels. Plan accordingly to minimize service disruptions and do not delay setting up the new integration.

If, for some reason, you don’t disable private messaging, duplicate tickets are created when a private message from Facebook is received or a Twitter DM is received.

Do not disable your entire Facebook and Twitter integrations or other settings in these integrations since they are still used for public messaging.

To disable your current Facebook Messenger settings

1. InAdmin CenterAdmin Center, clickChannelsin the sidebar, then selectMessaging and social > Facebook Pages.
2. Open a Facebook page for editing.
3. DisableInclude private messages, and then clickUpdate page settings.

To disable your current Twitter DM settings

1. InAdmin CenterAdmin Center, clickChannelsin the sidebar, then selectMessaging and social > Twitter accounts.
2. From theTwitter accountstab, open the channel for editing.
3. DisableCapture incoming direct messages as tickets, and then clickUpdate Twitter account.

If you are migrating, you must close your Facebook Messenger and Twitter DM tickets before you add a Facebook Messenger or Twitter DM channel.

To find and close your Facebook Messenger tickets

1. If needed,create a viewthat includes only Facebook Messenger tickets.

   The view must include theChannel + Is + Facebook Private Messagecondition.

   不包括条件Facebook Post. Otherwise, Facebook tickets that include only public messages may appear in the list of results. Do not include conditions forFacebook Messengereither (only use this condition after you complete migration).

   

2. Click the Views icon () in the sidebar, then select your Facebook Messenger view from the list.
3. Create a trigger to close all of the tickets in your Facebook Messenger view.

   For information about how to do this, seeSolving a ticket and understanding how it is closedandHow can I manually close a ticket?.

To find and close your Twitter DM tickets

1. If needed,create a viewthat includes only Twitter DM tickets.

   The view must include theChannel + Is + Twitter DMcondition.

   不包括条件Twitter,Twitter Like. Otherwise, Twitter tickets that include only public messages may appear in the list of results. Do not include conditions forTwitter Direct Messageeither (only use this condition after you complete migration).

   

2. Click the Views icon () in the sidebar, then select your Twitter DM view from the list.
3. Create a trigger to close all of the tickets in your Twitter DM view.

   For information about how to do this, seeSolving a ticket and understanding how it is closedandHow can I manually close a ticket?.

To adjust your Facebook and Twitter DM business rules and views

1. Find all of your automations, triggers, and views that include conditions forFacebook Private MessageorTwitter DM.

   For example, you may have a trigger that includes a condition statement that readsChannel + Is + Facebook Private Message.

   

   Or, you may have a trigger that includes a condition statement that readsChannel + Is + Twitter DM.

   

2. Change each instance ofFacebook Private MessagetoFacebook Messenger.
3. Change each instance ofTwitter DMtoTwitter Direct Message.
4. Save your changes.