when chatbot is enabled on social media Direct channels the "ask for details" answer is not working as it works in Web Widget and this makes a huge difference. It really affects the agents as without this option they they have to fill the ticket fields manually and this have significant effect on time .
another thing is that if I have dropdown menu how I supposed to make a workaround to show this so that requester can choose from it .
another thing in Web widget I had the ability to route tuckets based on details now I can not do this in social media channels !
Delivered
ask for details in social media messaging
- Product Manager
@jack15 Yes, this will work for all social channels that run though our Messaging pipeline which specifically includes WhatsApp and Facebook Messenger.
I can't comment further on the delivery date but we are still tracking to start the work in Q4 2025.
For everyone's information here, I was informed a couple of weeks ago that this will be released within Q1 (2026) and obviously not Q4 last year as mentioned before here.
No offense Zendesk but it's about time now, a lot of your competitors offered that feature for ages…
Also a bit of transparency and reliable dates when it comes to major feature development like this one would be appreciated by a lot of people here.
That said we do appreciate the work done on this feature and hoping this will really be delivered (while functional) during Q1.
- Product Manager
Hi David,
Note taken for sure! As you can imagine having to share publicly that timelines have shifted due to unforeseen circumstances, re-prioritization, urgent changes, etc. isn't something that anyone at Zendesk wants to have to do. However, in the latest update I mentioned that work would start in Q4 2025 (which it did), admitted still long overdue, and we are now in early Q1 2026 and wrapping up the work with delivery planned in a couple weeks, just doing final testing.
I will be posting an official announcement as soon as this feature is LIVE so folks like yourself can finally make use of this feature.
Thank you very much for your patience nonetheless. I am very excited to finally be able to deliver Form Messages on Social Channels to our customers.
- Product Manager
Form Messages on Social Channels is now live and you should be able to leverage the ask for details step for social channels as a result.
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