Relay

Name: Relay
Rating: 4 (4 reviews)
Author: Zendesk Labs

by Zendesk Labs

4.0 (4)

Free

Support

Create & send WhatsApp and SMS campaigns with this app by Zendesk Labs.

Support

View on Zendesk Marketplace

1 / 3

About Relay

Relay é um aplicativo desenvolvido pelo Zendesk Labs que envia mensagens de saída pelo WhatsApp e SMS. Para ver descrições e instruções de instalação em português, por favor visite esta página.

Relay es una aplicación creada por Zendesk Labs que envía mensajes salientes a través de WhatsApp y SMS. Para ver descripciones e instrucciones de instalación en español, por favor visite esta página.

Relay is your proactive WhatsApp & SMS bulk messaging tool, created by Zendesk Labs. What are some reasons to leverage Relay? Common use cases include

Proactively communicating service incidents
Targeting VIP customers for special events, promotions, etc
Communicating with attendees of special events
Soliciting additional feedback from loyal customers

With Relay you can:

Create a new template for WhatsApp or SMS

Submit templates to Meta for approval using rich text
Insert dynamic values from your user’s existing data to personalize templates
Include images, headers, call to action links and buttons, and quick replies

Create audience segments

Create and save your audience segment using Zendesk search or conditions on user data (up to 10,000 users at a time)
Reuse the same segments to compare their performance.

Create campaigns

Send a campaign to end users in your Zendesk instance
Manually include or exclude contacts in a campaign audience
Automatically protect users from receiving duplicated messages
Populate dynamic variables in personalized templates
View the status of campaign sends as it progresses as well as contacts per campaign, and their delivery status
Report on campaigns with delivered and opened rates
Compare the performance of two campaigns with basic A/B testing

Learn more about configuring the app, creating templates, and sending templates at this Help Center article.

This App requires access to the conversations API for advanced customizations (included in Zendesk Suite Professional plans or above). See About Sunshine Conversations for more information.

What you need to know about Zendesk Labs:

This app is made by Zendesk Labs where cutting edge solutions are tested. The app may not be feature complete, may contain bugs and may be withdrawn at any time.

To learn more about Zendesk Labs projects, and get engaged in the process, please visit our website.

By enabling this app, you agree to the Built By Zendesk Application Agreement.

Installation

What you need:

You're an admin
You must have a Zendesk Suite Pro or higher account
You must turn on custom objects
You have at least one integration with WhatsApp or SMS (Twilio or MessageBird) or Talk Text

Steps:

If you are planning to use Sunshine Conversations, you need to activate Sunshine Conversations API

Create your API Key
1. Admin Center → Apps and integrations → Conversations API
2. Select “Create API”
3. Write a name for the key, i.e., Key for Relay
4. Select Next
5. Save the App ID, Key ID, and Secret Key to a notepad
Build a secure Authorization Token
1. Go to this Sunco token generator
2. Input your saved Key ID and Secret Key
3. Select Generate Token
4. Save the provided token

If you are planning to use Talk text

If you don't have a Talk number, add one
1. Admin Center → Channels → Text
2. Add a number by clicking on Add number

Agents who will use Talk text with Relay must have access to Zendesk Talk with at least team lead role.

Install the app

Select the Install button in the upper right of this marketplace listing
Select Install again
For Sunshine Conversations, fill out the App ID and Authorization Token, which you saved in steps 1.5 and 2.4. If you do not want to use WhatsApp and will only use this for SMS, you can enter a random string into this field
Optional:
1. You can change the number of “Blackout” days - this setting prevents you from sending a duplicate template to someone within the number of days referenced
2. You can restrict this app to certain staff by Role or by Group
Click Install - you're all set!