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Can we have WhatsApp group conversations in Support tickets ?
Gepostet 12. Feb. 2021
As a solar energy equipment company, we use the WhatsApp integrations in Zendesk to assist our clients in the process of installing and configuring the equipment of the plant.
The client teams have WhatsApp groups to synchronize with each other. It would be REALLY helpful if we could take part in those group conversations, rather than having to assist everyone separately. This way we could assign an agent to a particular plant commissioning, and treat these alongside any other client issue as part of a support ticket. Plus, the WhatsApp web client only allows us one online agent at a time...
Is WhatsApp group messaging a feature in the product roadmap ?
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Thomas Capit
Update : since no one at Zendesk is answering here, we have discovered on our side that WhatsApp doesn't allow for group messaging in their API, which is probably why Zendesk is unable to implement support for it.
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