If you have a customer-base that uses WhatsApp regularly, or you want to expand into regions where WhatsApp messaging is popular, we recommend using the WhatsApp in Zendesk Support integration. You must be an administrator to install and configure the WhatsApp in Zendesk Support integration.
This article assumes that you already know what the integration is, and how agents and end users use it to communicate with each other about support requests. If you are looking for general information about the integration and how you might use it, go to Using the WhatsApp in Zendesk Support integration. Review the sections called About the WhatsApp in Zendesk Support integration and About WhatsApp’s 24-hour rule for outbound marketing communication first.
This article includes these sections:
- Information you need to give to Zendesk
- Installing the WhatsApp in Zendesk Support integration
- Configuring the WhatsApp in Zendesk Support integration using a deployment ID
- Setting up the auto-responder
- Editing your business profile
- Adjusting views and business rules for WhatsApp tickets
- Advertising your WhatsApp phone number
- Sending proactive messages using “templated messages”
Related articles:
Information you need to send to Zendesk
After you purchase the WhatsApp in Zendesk Support integration, you will receive an automated email from Zendesk’s dedicated WhatsApp Integration team asking you for these four pieces of information:
- WhatsApp Business display name
- WhatsApp Business business name
- WhatsApp Business phone number
- Facebook Business Manager ID
We need this information so we can create a unique deployment ID that you need to configure your WhatsApp in Zendesk Support integration. Creating the deployment ID takes approximately 3-5 days. You will receive an email with your deployment ID and an installation link.
1) WhatsApp Business display name
The WhatsApp Business display name is the name of your business that will appear on end user devices (for example, from the WhatsApp iOS app). We recommend that you use your actual business name as your display name. You can make your display name more specific than your business name, if needed. For example, here we used “Zendesk” as the display name, but we could have used “Zendesk Support” or “Zendesk San Francisco.”
2) WhatsApp Business business name
The WhatsApp Business business name is an internal-only name, for identification purposes. It's not visible to end users. We use this to create your WhatsApp Business account. Most companies use the same name for the display name and business name, but you can use something different, if you want to.
3) WhatsApp Business phone number
Choosing your WhatsApp Business phone number is important because you can’t change it later.
Every WhatsApp account has a phone number. The phone number that you intend to use with WhatsApp Business must be “clean,” which means that it has never been registered with a WhatsApp account before. There are 3 types of eligible phone numbers:
| Type | Details |
|---|---|
| Landline | A landline is easiest to use, if you are physically near the phone and able to answer a phone call (this is required part of the set up process). |
| Cell phone | You can use a cell phone number if the number hasn’t been registered with WhatsApp in the last 6 months. |
| 1-800 or toll-free number | You can use these numbers if the phone number is capable of receiving SMS or voice calls directly. You will not be able to use numbers that are behind IVR. (If you have a phone number already registered using a manual code before, it will continue to work normally). |
Be sure to provide the correct formatting for the phone number. For example, in Brazil, +55 11 9XXXX XXXX for a mobile phone or +55 11 XXXX XXXX for a landline.
If your preferred phone number is already affiliated with WhatsApp through the business or consumer app, you have the option of upgrading the phone number to use it with the WhatsApp Business API, but you will need to migrate the phone number first. Here’s how. Migrating your number will erase all previously collected data.
4) Facebook Business Manager ID
For information about how to find your Facebook Business Manager ID, see these instructions from Facebook. If you don’t have a Facebook Business Manager ID, see these instructions about how to create one (also from Facebook).
Installing the WhatsApp in Zendesk Support integration
Use the installation link you received from Zendesk to download and install the integration.
To install the WhatsApp in Zendesk Support integration using the installation link
- Log into Support as an administrator.
- Click the link in the email and then follow the on-screen instructions to complete the installation.
Alternatively, you can get the integration directly from the Zendesk Marketplace. Click the Admin icon (
) in the sidebar and go to App > Marketplace, and then search for WhatsApp. - To verify that the integration is installed, click the Admin icon () in the sidebar and click Manage.
The My apps page displays. A list of the integrations installed on your Support account appears on the Currently installed tab.
You are now ready to configure the integration.
Configuring the WhatsApp in Zendesk Support integration using a deployment ID
After you install the WhatsApp in Zendesk Support integration, you need to connect your WhatsApp accounts to the integration. The easiest way to do this is with a deployment ID.
To connect WhatsApp accounts to Zendesk Support using a deployment ID
- From Support, click the Admin icon () in the sidebar and then click Channels > Channel Integrations.
- On the Channel integrations page, click WhatsApp.
- On the Accounts tab, click the Add account button to add a WhatsApp account.
The Add account screen displays.
- Enter your deployment ID (provided by Zendesk) and then click Save changes.
The Enter your verification code screen displays.
- Choose a verification method (SMS or phone call) and then click Send code.
Go to your WhatsApp account and get your verification code (may take up to 60 seconds).
- Enter your verification code and then click Add account.
The WhatsApp account will now appears in your admin settings under Channels > Channel Integrations.
You are now ready to set up the auto-responder and edit your business profile.
Setting up the auto-responder
If you want to send messages automatically to end users when you receive their WhatsApp messages, set up the auto-responder. There aren’t any “actions” in triggers and automations for notifications, so the auto-responder is the only way to do this. There’s no character limit and the auto-response is sent once a day (not every time the end user sends a message).
You can add user properties to the auto-responder, such as the user’s first and last name, if desired. For more information about what properties you can use and how to correctly format them, see Managing user information in the Smooch help center. The user properties used in the auto-responder aren’t the same as user property keywords used in other parts of Support.
To set up the auto-responder
- From Support, click the Admin icon () in the sidebar and then click Channels > Channel Integrations.
- On the Channel integrations page, click WhatsApp.
- From the WhatsApp integration, click the Admin icon () and then click Edit.
- Click Accounts.
- From the WhatsApp account that you want to edit, click the Admin icon () and then click Edit.
The Edit account screen displays.
- Click Auto-responder.
- Turn on the auto-responder toggle.
- Edit the default auto-responder message.
- Click Apply changes.
Editing your business profile
You can include information about your business in your business profile. These details are visible to your customers from WhatsApp.
To edit your business profile
- From Support, click the Admin icon () in the sidebar and then click Channels > Channel Integrations.
- On the Channel integrations page, click WhatsApp.
- From the WhatsApp integration, click the Admin icon () and then click Edit.
- Click Accounts.
- From the WhatsApp account that you want to edit, click the Admin icon () and then click Edit.
The Edit account screen displays.
- From the Edit account screen, make sure you are on the Business Profile tab.
- Follow the on-screen instructions to add these account details.
- Profile photo
- Short description of the business (appears at the top of the profile)
- Other business information (address, description, email, industry, website)
Note: You can enter two websites (maximum), each with 256 characters or less.
- Click Apply changes (for each section).
Adjusting views and business rules for WhatsApp tickets
After you complete initial installation and configuration of the WhatsApp in Zendesk Support integration, you may want to adjust your views, triggers, and automations to reflect the new WhatsApp channel.
Views
You can create personal or shared views with these WhatsApp conditions (see Adding views). Agents can also create personal views using these conditions. You can use one or both of these conditions.
-
Ticket: Channel + Is + WhatsApp
This condition causes tickets associated with any WhatsApp phone numbers that are associated with the Support account to appear in the view. This condition appears after the integration is installed, even if you haven’t added any of your WhatsApp accounts yet.
-
Ticket: Integration account + Is + WhatsApp
This condition causes tickets associated with one, specific WhatsApp phone number associated with the Support account to appear in the view. This condition appears after the integration is installed and you have added a WhatsApp account using a deployment ID.
Triggers
You can create triggers with these WhatsApp conditions:
- Channel + Is + WhatsApp
- Integration account + Is + WhatsApp: WhatsApp Account (account number)
- Requester: WhatsApp Phone Number
You can create triggers with this WhatsApp action:
- Requester: WhatsApp Phone Number
There aren’t any trigger actions for notifications. Use the auto-responder instead.
Automations
You can create automations with these WhatsApp conditions:
- Ticket: Channel + Is + WhatsApp
- Integration account + Is + WhatsApp: WhatsApp Account (account number)
- Requester: WhatsApp Phone Number
You can create automations with this WhatsApp action:
- Requester: WhatsApp Phone Number
There aren’t any automation actions for notifications. Use the auto-responder instead.
Macros
Macros work with this integration, as long as WhatsApp’s 24-hour rule is observed.
Advertising your WhatsApp phone number
After you have completely configured the WhatsApp in Zendesk Support integration, you need to advertise your WhatsApp phone number so that customers know how to reach you. Keep in mind that WhatsApp is very strict about how business advertise their WhatsApp phone numbers. It’s your responsibility to make sure you are familiar with WhatsApp’s rules and terms of use.
You must be very clear about where you are telling customers to go. For example, it’s a good idea to say something like, “Click here to chat with us on WhatsApp.” You aren’t allowed to use misleading ads to get customers to message you. For more information, see this article from WhatsApp.
Sending proactive messages using “templated messages”
If the agent fails to reply within 24 hours, it can be difficult to reconnect with the end user. If this sometimes happens to you, you may want to consider using WhatsApp’s templated messages feature in the future (see this article from WhatsApp about templated messages).
With templated messages, you can bypass the 24-hour rule and send proactive WhatsApp messages to your end users. However, keep in mind that templated messages aren’t supported by Zendesk’s WhatsApp in Zendesk Support integration by default. If you want to use templated messages with the integration, please contact your Zendesk sales representative to upgrade your account.
8 Comments
As long as Zendesk will not integrate WhatsApp into a multi-users chat interface, this integration will not be that useful. Customers and leads chatting via WhatsApp don't want to be treated as tickets and expect to have a conversation with the business as they would chat with friends.
As a company, we have integrated WhatsApp among our customer service channels using Callbell (https://www.callbell.eu/) but we look forward to have something with a similiar UX integrated into Zendesk itself!
It seems this integration creates two Views:
Since both are visible to all agents by default, I went ahead and tried to modify that visibility, unsuccessfully... For some reason, it can't be modified:
We have several brands, different multiple operations, Groups, and workflows. Only a fraction of our staff will be supporting the WhatsApp channel, so this visibility setting is very confusing for a lot of people.
EDIT: I've managed to deactivate them (d'oh!), hope nothing breaks :-)
Hi Pedro!
Thank you for your feedback in regards to the visibility of the views created. I understand that you'd like to hide the new views from agents who have not been given access to the WhatsApp in Support app. I will pass this important feedback along.
As for deactivating views, we don't advise this since it won't be possible to later reactivate them. In particular, this creates a problem for accounts with a lot of volume on WhatsApp. Once an account has more than 20 tickets in either view, a show more button appears at the bottom of the first 20 results. If the views are deactivated, you won't be able to use this button to see the rest of your tickets.
Hi
How the Zendesk account is mapped once Customer send a message on Whatsapp?
Account is linked with the phone number or email?
Thank you
Krzysztof
What information Whatsap send to The Zendesk Profile Account
Phone number aswell?
Hi Krzysztof, you should be able to see the phone number in a specific field at the bottom of the customer profile:
It seems that a manual search for a number won't look up in the new Whatsapp field for the moment (at least that's the behavior I see in my account).
Hi Pedro
Thank you. This is helpful.
Best
Kris
Hello, I have submitted a request for this several times (also, several days ago) but haven't heard back from the Zendesk support team. How can I move forward?
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