Zendesk support phone update for Whatsapp integration
Hi
At the moment, there is no way to update an end-user phone number in Zendesk support in a way it can be used by the WhatsApp integration unless the phone is updated via Zendesk Sunshine APIs.
That results in a duplicate user creation in Zendesk support.
As the phone number of the end-user wasn't updated with the Zendesk Sunshine APIs, when a user starts a conversation his phone number is not identified & associated with the phone number set in his profile, and a new user is created.
The only way to overcome this without using the Sunshine APIs is to merge the newly created user with the existing one. This will only impact the second conversation.
I would like to ask that updating the user phone in Zendesk Support will use the Sunshine APIs so conversations be associated with the correct user and duplications are avoided.
Thanks
Yoram
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Hello Yoram,
Sunshine conversations is slowly taking it's place within the core zendesk product. For example, since last month, every account of level Suite and above have an access to the sunshine API to control their messaging channels. As for now, zendesk and sunshine still do not share the same user's directory. This is a change that is already being planned but there's not going to be any significant change in the next year because of all the behind the scenes work that need to happen i'm afraid.
You will still need to use both API at the moment but merging both the user directory and therefore, APIs is definitely in the pipes.
Kind regards.
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Thanks for the update
Is there a ballpark estimation of when will this be an option?thanks
Yoram
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Hello Yoram,
we hope it will be a thing by 2024 but so far we have no ETA at all.
Kind regards.
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