Zendesk
| Status | Kind | How you connect |
|---|---|---|
| Coming soon | Team chat and support | One click: approve bubbl3 on Zendesk's own page |
Zendesk isn't offered yet. This page says what it will do and what you can use meanwhile: a Lead URL, or Zapier, Make or n8n.
What it does
Connecting Zendesk makes bubbl3 an iMessage channel in Zendesk's Agent Workspace, through Sunshine Conversations:
- when an agent writes to a contact bubbl3 can text, bubbl3 sends it as an iMessage from the line or pool you choose;
- the contact's reply is posted into the conversation as theirs;
- a text bubbl3 doesn't send, or holds for later, gets a notice in the conversation addressed only to bubbl3's channel, so the contact never sees it.
Only messages from Agent Workspace are sent: a bot or trigger's message gets a notice that bubbl3 couldn't confirm a person wrote it.
Setup
Your Zendesk plan must include Sunshine Conversations (Suite Professional or higher, with messaging).
- In bubbl3, open Settings, Integrations, choose Zendesk, then Connect, and approve bubbl3 for your Sunshine Conversations app on Zendesk's page.
- On the connection page, under Texting provider, choose the line or pool and turn it on.
- Decide how new contacts agreed to hear from you: a person bubbl3 doesn't know yet gets the connection's consent setting, "Not sure" by default, which records their consent as unknown. They can still be texted, because you confirmed when connecting that everyone you send has agreed to receive texts.
bubbl3 adds a custom integration, bubbl3 iMessage, to your Sunshine Conversations app when you connect.
Disconnect
Disconnect from the connection page in Settings, Integrations.
- Stops at once: agents' messages stop reaching bubbl3. bubbl3 deletes its integration in Zendesk.
- Deleted at once: bubbl3's Zendesk access.
- Stops working at once: the integration's webhook key. bubbl3 refuses anything sent to the old address; the key stays sealed on the disconnected connection, where nothing reads it.
- Kept: contacts, with their messages and consent, in bubbl3. Messages and notices bubbl3 posted stay in Zendesk. The connection's account details (the Zendesk app it names) stay on the disconnected connection.
- Deleted later: stored deliveries are deleted 30 days after they arrived.
Data shared
From Zendesk to bubbl3: the agent's message, the conversation, and the person's name, email and phone.
From bubbl3 to Zendesk: contacts' replies (text only) and notices saying why a text wasn't sent yet or at all.
Scopes and permissions
Zendesk sets the partner app's access when it's registered rather than on the approval page: you approve bubbl3 for one Sunshine Conversations app, and its access covers that app's conversations, users and integrations.
Events
What bubbl3 receives
| Event in Zendesk | In bubbl3 |
|---|---|
conversation:message | Text to send. An agent's message from Agent Workspace: bubbl3 sends it through the same checks as any text, or posts a notice saying why not. |
What bubbl3 writes back
| What | Where it shows in Zendesk |
|---|---|
| Replies | The contact's reply in the conversation |
| Message status | A notice for your agents when a text isn't sent, is held or fails later |
Sending rules that still apply
Replies your team writes in Zendesk go through the same checks as a text you send from bubbl3. Nothing in Zendesk can turn them off.
- Consent. When you connect Zendesk or create a lead source, you confirm that everyone you send to bubbl3 has agreed to receive texts from you, so its contacts can be texted straight away. bubbl3 never texts a contact who opted out, and a workspace set to text only opted-in contacts texts only them.
- Opt-out. Replying STOP opts a contact out at once.
- Quiet hours. No texts from 8:00 PM to 9:00 AM in the contact's own time zone (from the phone's area code). A text due then waits until the morning.
- Pacing. Each line texts at most 15 new contacts an hour and 50 a day (fewer while a new line warms up), and spaces texts 20 to 90 seconds apart. A big import or batch is queued and sent as the limits allow, never dropped.
- First messages. Until a contact replies, a text can't include links, photos or files, phone numbers or email addresses, must be 300 characters or fewer, and at most 3 texts go out.
What Zendesk is told when bubbl3 doesn't send
A notice in the conversation, visible only to your agents, says the text wasn't sent, with the reason. A held text gets a notice saying when it's scheduled.
| Reason | Code | What you see |
|---|---|---|
| A link before the contact replies | pre_reply_link_blocked | Not sent: "Links can't be sent until the contact replies" |
| A photo or file before the contact replies | pre_reply_media_blocked | Not sent: "Photos and files can't be sent until the contact replies" |
| A phone number before the contact replies | pre_reply_phone_blocked | Not sent: "Phone numbers can't be sent until the contact replies" |
| An email address before the contact replies | pre_reply_email_blocked | Not sent: "Email addresses can't be sent until the contact replies" |
| A first message that is too long | pre_reply_too_long | Not sent: "First messages must be 300 characters or fewer" |
| Too many texts without a reply | pre_reply_message_limit | Not sent: "Already sent 3 texts without a reply. Wait for the contact to reply" |
| The same text to too many people today | identical_text_limit | Not sent: "This exact text went to 20 people from this line today" |
| The line is paused after unanswered texts | unanswered_streak_limit | Not sent: "This line is paused after too many unanswered texts" |
| The contact opted out | contact_opted_out | Not sent: "The contact opted out of texts" |
| The workspace texts only opted-in contacts | consent_required | Not sent: "This workspace only texts contacts who opted in" |
| No line can reach the contact | line_unavailable | Not sent: "bubbl3's line for this contact isn't available" |
| Quiet hours | quiet_hours | Held: "Scheduled for 9:00 AM America/Chicago, quiet hours" |
| The line's daily limit | daily_new_contact_cap | Held: "Scheduled for Oct 15, 9:00 AM America/Chicago: today's limit for this line is reached" |
| The line's hourly limit of new contacts | hourly_new_contact_cap | Held: "Scheduled for 2:00 PM America/Chicago: this hour's limit of new contacts for this line is reached" |
The numbers are the default limits; a line's own limits change them. bubbl3's other checks (no phone number, a number that doesn't match) have their own plain reasons.
Limits and known gaps
- Zendesk shows no delivered or read status for these texts.
- Deliveries more than an hour old are refused.
Troubleshooting
- An agent's message wasn't sent. The notice in the conversation says why.
- Connect fails. Your Zendesk plan doesn't include Sunshine Conversations with messaging.