Installing and configuring the WhatsApp in Zendesk Support integration

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10 Comments

  • Robert Miller
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    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!

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  • Pedro Rodrigues
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    It seems this integration creates two Views:

    • WhatsApp conversations - Assigned to me
    • WhatsApp conversations - Unassigned

    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 :-)

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  • Stephanie Langlois
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    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.

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  • Krzysztof Klimek
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    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

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  • Krzysztof Klimek
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    What information Whatsap send to The Zendesk Profile Account

    Phone number aswell?

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  • Pedro Rodrigues
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    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).

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  • Krzysztof Klimek
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    Hi Pedro

    Thank you. This is helpful.

    Best
    Kris

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  • Fernando
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    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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  • Eugene Ooi
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    Getting error when trying to install the app. 

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  • Stephanie Langlois
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    Eugene Ooi I have seen this happen if the subdomain has a conflicting WhatsApp app already installed. If you know this is the case, you will need to uninstall that app and then try installing this one. However, if you create a ticket with the team (whatsapp-integration@zendesk.com) they will be able to take a better look and let you know with more certainty what's blocking the requirements.

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