Using the WhatsApp in Zendesk Support integration

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27 Comments

  • Pedro Rodrigues

    Hi Amy, thanks for this. We've just tried creating a follow-up ticket to a closed ticket via Whatsapp, and we noticed a couple of things:

    • These tickets won't be linked (as usual with closed + follow-ups)
    • The channel of the follow-up ticket isn't "Closed ticket" as usual

    Is this expected behaviour?

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  • Stephanie Langlois
    Zendesk Product Manager

    Hi Pedro!

    Thank you for this feedback. This is the current expected behaviour but I think at the very least linking a closed ticket with it's follow-up ticket could be a great feature to add. I will pass this along.

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  • Budi Darmawan

    Does WhatsApp integrate feature is minimum for professional? is there any possibility for a lower subscription? team?

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Budi,

    At this time there's no plans to make the WhatsApp integration available to lower subscription levels.

    I'll be sure to pass your feedback along to the appropriate team.

    Cheers!

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  • Taras Savchuk

    Whatsapp ticket was closed 24h+ ago. Customer sends me new message via whatsapp. Autoresponder works fine, but message from customer is attached to OLD ticket instead of creating new. Is it expected behavior? I.e. 1 customer = 1 whatsapp ticket?

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  • Stephanie Langlois
    Zendesk Product Manager

    Hi Taras Savchuk if the ticket is "Solved" but not yet closed, this is expected behaviour. However, if the ticket is in fact "Closed" and you are experiencing this behaviour this is unexpected. If you are experiencing the latter please send a ticket to whatsapp-integration@zendesk.com and we'll do our best to help you.

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  • Federico Cuelho

    Hello there!

    Does anyone know possible reasons why Whatsapp may not be willing to verify a WA Business account?

    Thank you!

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  • Stephanie Langlois
    Zendesk Product Manager

    Hi Federico Cuelho

    This is a very special type of account and our suspicion is this status is only offered to top end brands or brands that do a lot of business with Facebook. However the reality is that the actual criteria is a secret known only by Facebook. With that, we have no influence over their decision to approve or deny a brand. The good thing however, is that this does not change the functionality of the API or what you can do with it in any way.

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  • Federico Cuelho

    Thank you for your response.

    However I still believe that this situation compromises the image, transparency and trust of our brand.

    Our clients see these 2 notifications every time they try to use WA to contact us. One of those claims to provide security and privacy to the conversation. On the other hand, the second one relates to the fact that WA was not able to verify if the phone number and name of the company are related. This is serious as Zendesk arranged a paid contract with us to use WA integrated on Zendesk but our clients dont have much assurance of our identity. The possibility of this denial verification was NEVER informed by sales from Zendesk. Our company is paying for an incomplete and unreliable service from a third party that zendesk is not able to appeal to.

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  • Stephanie Langlois
    Zendesk Product Manager

    I definitely hear what you're saying. The unfortunate fact is that this is the same case for all WhatsApp Business Solution Providers, we are all subject to the same policies and restrictions. This behaviour that you noted is not unique to Zendesk and not a limitation of our integration but rather just how the WhatsApp API works. 

    The encouraging thing however is that you can reapply for an official business account if you feel your brand has gained notoriety. Please note however that WhatsApp is extremely selective. 

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  • instaDuit Manager

    Hi there, our business operates only on the weekdays and sometimes we do have customers sending us whatsapp messages on Friday evenings or on Saturdays. By the time our team gets back to work on Monday, these messages would have passed the 24 hour threshold rule. Is there any way that we can exclude the non-working days (i.e. Saturday and Sunday) from the 24 hour rule?

    On a separate note, there are many instances where we depend on the customers to revert back to us (e.g. with follow-up documentation) and if they have taken longer than 24 hours, we can't send them a follow-up reminder to continue the conversation. Is there any other way that we can address this too?

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  • Kevin Ford
    Community Moderator

    The answer is yes but it costs you more. Ask your Zendesk account representative about templated messages. The solution is also a bit technical.

    I looked into it but decided it was simply better to put some basic instructions about only monitoring the system M-F and to write back after the weekend or 24 hours in the autoresponder.

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  • Maximiliano Martinez

    Hi, after an integration is on, can i still using WB on whatsapp web or celphone. i.e, 2 operators on zendesk, 1 on mobile, 1 wahtapp web. 

    thx

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  • Kevin Ford
    Community Moderator

    Hi Maximilliano,

    The WhatsApp Business app is a completely different thing. Basically, Zendesk will "take over" your WhatsApp messaging. You can't use the WhatsApp app on the phone. The only way, at least as far as I know, to interact with WhatsApp is via the Zendesk agent interface or Zendesk mobile app.

    KF

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  • Patricio Ascencio

    Hi Amy,

    We are just starting with Zendesk and Whatsapp and we want to create our custom bots using the HTTP Target extensión and the Zendesk REST API. In our tests that works perfectly with basic zendesk's features. In the article it says that an agent must reply to a customer using the option "Reply to Whatsapp". This means that:
    1. Any reply sent through zendesk or the REST API doesn't reach the customer's whatsapp number?
    2. If the answer to question 1 is true, Is there any other option to have the customer receive a reply on his/her whatsapp number?

    Thanks in the advance!

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  • Ivan Parodi

    Hi there,

     

    If i have multiple WhatsApp Business numbers, I've to buy just one time the integration or I've to buy one integration for each number?

     

    Thanks for support!

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  • Stephanie Langlois
    Zendesk Product Manager

    Hi Ivan Parodi,

    You need to pay for the Social Messaging add-on and if you wish to use WhatsApp, you need to pay for each number you wish for us to connect to the WhatsApp Business API. To clarify further, on a per number basis, what you are paying for is for us to host the API client/Enterprise Client.

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  • Adam Eisenman

    When a customer writes through Whatsapp and we don't respond within 24 hours, but then we reply and the reply becomes part of the ticket history, and we get an error message indicating the response could not be delivered -- then: when the customer writes again, will our previous reply that didn't make it be transmitted to the customer or will we have to send it again?

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  • Kevin Ford
    Community Moderator

    Adam Eisenman you'll have to send it again. 

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  • Adam Eisenman

    Thanks for the info. 

    I haven't been able if there is a perpetual indicator that tells the agent that the message did not go out to the customer. It appears as if the warning message flashes, and then the message sent (that didn't go through) remains as part of the ticket history but doesn't indicate that it didn't go through or that it needs to be resent.

    Is there any mecanism for this?

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  • Stephanie Langlois
    Zendesk Product Manager

    Hi Adam Eisenman,

    If you see the warning message flash when sending a message outside the 24-hour window, it should also be tracked in the ticket event history. However, we know that this isn't always the case and when you don't get the warning, the only way to check if the last message went through is to check the message timestamp and compare it to the message before. We hope to improve this in the future.

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  • Billy Stanton

    Kevin Ford - would be keen to understand how you are managing the weekend with the 24-hour rule. We're in the same boat and only reply to messages Mon - Fri.

    Can anything be done with Macros etc?

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  • Kevin Ford
    Community Moderator

    Billy Stanton there's not much to be done out of the box. Our first solution was to say in the autoresponder that WhatsApp is monitored Monday through Friday and if they messaged us over the weekend to please message us again during those days.

    That's obviously not great so we went a more involved route. We have people on call to answer emergencies. So we notify them to deal with the message. It's not great for them, but at least recently it's been fairly quiet due to Covid.

    Lastly, WeChat has seemingly also adopted this limitation but it's a 48 hour rule as opposed to 24 hours.

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  • joannekow - Ops

    what will be the possible issue when agent are able to receive whatsapp message from customer and reply the same customer without any error (within 24 hrs windows), but unfortunately the customer not receiving/seen any of our agent reply...

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  • Ali Demir

    Hi Amy Malka

    For search the term mentioned does not seem to functioning any more. 

    We needed to search as InternalId: 0015554443322 

    Fyi.

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  • Jorge De León SU

    Good morning, i need help with my integration for whatsapp, can you contact me too my email.

    adminstradorzendesk@universales.com 

     

    Thanks

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Jorge,

    It looks like you have a ticket open with our Customer Care team regarding the WhatsApp integration. We will continue working with you in that ticket to assist further.

    Cheers!

    0

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