Zendesk Messaging Extensions by Stackable Labs

The Zendesk Messenger can do much more than exchange text. With Stackable Labs, it runs messaging extensions - small, interactive, on-brand apps that let customers get things done inside the conversation, alongside your Zendesk AI Agents. Here is what they are, what they can do, and how to install or build your own.

What a messaging extension is

A Zendesk Messaging Extension is a small app that renders inside the Zendesk Messenger conversation. Instead of sending a customer a link to a portal, the conversation shows the thing itself: their orders, a subscription they can change, a survey they can answer in a tap.

Stackable Labs provides the Messaging Experience Platform that runs them. Extensions work alongside Zendesk AI Agents and the people on your team, so an AI Agent can answer the question and an extension can let the customer act on the answer - in the same thread.

What they can do

Stackable Labs' live demo shows four:

• Orders: track an order, browse purchase history and get help on a specific order without leaving the conversation.
• Subscriptions: skip a charge, change cadence or update quantity, with no portal login.
• CSAT surveys: capture feedback the moment a conversation wraps, tied to the conversation that was just resolved.
• Engagement: turn a chat into an opt-in, and give customers something to do while they wait.

Every extension carries your brand's colors, logos and layout, so it looks like part of your support experience, not a widget from somewhere else.

Install one

Brands find extensions in the Stackable Marketplace and install them in a click. Stackable Labs describes getting started as free and live in minutes, starting from its admin.

Build your own

If the extension you need does not exist yet, there are two ways to make it:

• Without writing code. Stackable's AI Studio lets you drag in ready-made components, preview the result live, or describe what you want in plain language and have it built for you.
• With code. An extension is a React app. It renders in the Messenger surfaces the host makes available, reaches data and actions only through the capabilities it is granted, and takes per-install settings - such as an API key - from the brand that installs it. The SDK, component catalog and examples are at developers.stackablelabs.com.

Developers can publish to the Stackable Marketplace, where brands discover and install extensions in one click. Listing is free today, and Stackable Labs plans paid extensions with revenue sharing.

Where this is going

Messaging extensions are the customer-facing half of a bigger idea. The same Stackable foundation is coming to agnoStack as Stackable Extensions, so one extension can serve your customers in the Messenger and your agents inside Zendesk. That story is covered in AI Experience Extensions for Zendesk Messaging and agnoStack.

For the thinking behind rendering real interface in a conversation, see the guide to experiential messaging for Zendesk Messenger. For the agent-side equivalent, see the Zendesk App Extension Framework. To talk through messaging extensions for your brand, contact agnoStack, schedule a demo, or email info@agnostack.com.