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"Zendesk Message is a new customer messaging software that helps companies engage customers on their favorite messaging apps, like Facebook and Twitter. As the most popular digital communications channel, messaging gives businesses the opportunity to reach and market to a new generation of customers. It’s a support channel that’s “always on,” and it’s evolving into a primary driver of customer satisfaction. Zendesk Message is designed to help scale support on popular messaging apps—and it’s the next step in the evolution of customer support. Bots are a great tool to help automate replies and reach more customers. Using Zendesk Message, businesses can blend human agents with bots to increase efficiency—and add that human touch." Zendesk is officially getting into the bot game more intentionally now. A logical product extension that has been much needed for sure.
This is not launched publicly yet.