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Whatsapp templated messages for support tickets
Gepostet 03. März 2022
We are using whatsapp as a channel for support requests but found out that it does not support templated messages so you can not reply if the 24hr limit set by whatsapp has passed. I was told the only way was to purchase an Conversations license? Which is excessive!
It makes using whatsapp channel very hard to use for support as sometimes issues take longer than 24hrs to respond, or if a message is sent out of hours such as weekend it may not be seen until the next business by which time its too late. For some new customers we don't have an email so have no other means, unless we call them. Is it not possible to support a small number of templates for use in ticket responses? Previous to zendesk we used messagebird where we had a template like 'We have an update for your support query, please reply yes to get more information'. which worked well when we needed to use it.
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5 Kommentare
Offiziell
Stephanie Langlois
Hey there, I just wanted to drop a link to this article which can help you learn how to make use of Message Templates in Agent Workspace. https://support.zendesk.com/hc/en-us/articles/5869718332954-Using-WhatsApp-template-messages-to-bypass-the-24-hour-rule
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Christopher Boerger
This would really help we have the same issue.
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Dianna-TS
Templated messages would be a welcome feature
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Kelly Danner
Hi all - We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on March 19th at 11:00am CT for our PM Roundtable on Outbound Messaging.
We’ll be joined by members of the Zendesk Labs product team for a discussion around features needed to support your outbound messaging use cases, including in what situations you might use outbound messaging with Zendesk, what features would be required to support those situations, and what some nice to haves would be. So please bring your questions, concerns, and feedback because we want to hear from you! The link to register can be found here. I'd love to see you all there!
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Shawna James
Thank you so much for providing feedback on this area! In case you missed it, we wanted to make sure you saw the recording and event follow up from our most recent PM Roundtable. Please find the deck, recording, and follow up article here. Thank you again for your feedback and being an engaged Zendesk Community Member!
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