More customer engagement.
Less cost and complexity.
Extend Zendesk with WhatsApp campaigns, LINE and Facebook Messenger outreach, automated follow-ups and connected conversations. Engage customers proactively and give your team a clear way to continue when they reply.
A ready-made engagement extension, available on Zendesk Marketplace.
Connect customer engagement
with customer service.
For customer service, marketing and sales teams working with Zendesk, CXBOX HUB adds proactive outreach and follow-up capabilities while keeping Zendesk at the center of service delivery.
Get more from Zendesk
Extend your existing service investment with ready-made engagement capabilities. Start with the customer journeys your business needs.
Reduce repetitive follow-up
Use configured workflows to react to link clicks or inactivity, reducing manual campaign follow-up as your audience grows.
Connect teams and conversations
Coordinate outreach and service handoffs so customer replies can reach the team or bot configured to handle the next step.
WhatsApp, Messenger, LINE
and more — connected to Zendesk.
Connect engagement and customer conversations across WhatsApp, Facebook Messenger, X, WeChat, LINE, Instagram, Telegram, Viber and SMS, alongside other supported channels.
Available campaign formats, outbound messaging capabilities and automation data vary by channel and connection. Choose the combination that fits your customer journey.
Engage. Serve. Resolve. Re-engage.
Connect what happens before, during and after a service conversation. CXBOX HUB supports outreach and engagement; Zendesk provides the service foundation your team already uses.
Start a relevant conversation
Segment your audience and send a personalized campaign or service update through connected channels.
Continue when customers reply
Use configured Switchboard rules to route conversations between CXBOX HUB, Zendesk and a bot.
Let the service team take over
Handle customer requests through your existing Zendesk service process and coordinate the next action.
Create the next interaction
Follow up on campaign link clicks or reconnect with inactive customers when workflow conditions are met.
Extend your engagement capabilities
around Zendesk.
Connect campaigns, conversations and routing with your service operation. Use the ready-made capabilities of CXBOX HUB to bring these activities into a coordinated customer journey.
Turn campaign replies into
connected customer service.
When a customer replies to a WhatsApp campaign or another supported channel, use configured Switchboard rules to route the conversation between CXBOX HUB, Zendesk and a bot.
Help marketing, sales and service teams coordinate who handles the next step, connecting outbound engagement with ongoing customer support.
Reach the customers
who matter to each campaign.
Organize customer data from connected communication channels and build target groups using available demographics, interaction history and preferences.
Use segmentation to make messages more relevant to each audience and give your campaigns a clearer purpose.
WhatsApp broadcasts and
targeted messaging campaigns.
Run targeted WhatsApp broadcast campaigns with CXBOX HUB and connect customer replies with your Zendesk service operation.
Create personalized campaigns for promotions, product follow-up or service updates. Schedule messages or send them immediately, using the content formats supported by each connected channel.
Follow customer behavior.
Automate the next touchpoint.
Extend campaign outreach with behavior-based follow-up and customer re-engagement. Trigger relevant campaigns when customers click configured links, or reconnect when inactivity meets your workflow conditions.
Follow up on demonstrated interest.
Trigger relevant follow-up campaigns when customers click specific links in your marketing messages.
- A customer asks your team about a product.
- Your team later sends a relevant campaign through a supported channel.
- The customer clicks the tracked product link.
- A configured workflow sends the next relevant follow-up campaign.
Business value: act on a customer interest signal with less manual follow-up.
Reconnect when engagement goes quiet.
Trigger re-engagement using inactivity or engagement history from supported social channels or externally imported data.
- Define the inactivity or engagement conditions.
- Use the available journey data to identify customers who match.
- Trigger a configured re-engagement campaign.
Business value: create opportunities to reconnect without manually reviewing every customer.
Triggers use the conditions and data sources configured for each workflow. Available capabilities depend on the connected channels and data.
From broadcast to
a connected customer conversation.
A practical journey for teams that already use Zendesk and want to connect WhatsApp marketing with customer service.
Start with a relevant campaign.
Your team selects an audience and sends a targeted WhatsApp campaign, such as product information following a customer inquiry.
Respond to a tracked link click.
When a customer clicks a configured campaign link, a supported Click-Based Workflow sends a relevant follow-up.
Give replies a clear destination.
When the customer replies and needs help, configured Switchboard rules route the conversation to the appropriate service destination, including Zendesk.
Reconnect when conditions match.
Use available campaign insights to improve the next interaction. Configure re-engagement when supported inactivity or engagement data meets your workflow conditions.
Illustrative journey: configure the supported channel connections, message templates, tracking and workflow conditions for your use case.
Understand what customers
do after you reach out.
Review campaign metrics including total sends, reach, clicks, replies and actions. Compare results to identify which audiences and messages generate engagement.
Use those insights to refine campaign targeting and follow-up workflows over time.
Bring LINE group conversations
into Zendesk.
Connect LINE group chats with Zendesk so agents can view and manage those conversations in one centralized location.
Support teams working across different LINE OA accounts with a more coordinated way to handle group communications.
Already using Zendesk?
Complete your engagement journey.
Already using Zendesk and planning WhatsApp broadcasts, messaging campaigns or automated customer follow-up? Tell us which channels you use and how replies should reach your team. See how Zendesk + CXBOX HUB can connect the journey.
Packages vary by business size and required capabilities.
