Installing and configuring the WhatsApp in Zendesk Support integration (Social Messaging add-on)

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31 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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  • Ian Walker
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    How long does it take for Zendesk support to give a deployment ID? 

    I have created a ticket with the team, emailed Zendesk support too, but so far, my client, who I am contacting you on their behalf, is still waiting for your support team to give them their deployment ID so that they can finish setting up the WhatsApp plugin that they have already installed.

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  • Gonzalo
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    I have the same problem. Is it enabled for all customers?

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  • Ian Walker
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    Apparently it takes 2-4 weeks to get a deployment ID? I'm still waiting for anyone at Zendesk Support to help me out with this.

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  • Gonzalo
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    It is a problem that takes so long. it is not convenient to upgrade to the professional plan until no response is received. The professional plan is a requirement to install whatsapp business.

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  • Ian Walker
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    I completely agree, Gonzalo. I am working on behalf of a client to get this integration set up.

    However, because it is taking so long, my client now may get something developed themselves to do the job.

    I would prefer they use Zendesk though, which is why I am pushing their support team to act and get a deployment ID. Setting up this extension is costing both time and money.

    Come on Zendesk, help us out!

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  • Gonzalo
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    https://premiumplus.io/whatsapp#
    🤔

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  • Stephanie Langlois
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    Gonzalo and Ian Walker thank you for your interest in using WhatsApp for Zendesk Support. The first step in this process is to reach out to your Account Executive to get approval from WhatsApp and purchase the add-on. If you don't know who your Account Executive is, I suggest filling out this form: https://www.zendesk.com/message/

    Once that's done we'll be able to quickly get you your deployment ID.

    Hope this helps clarify.

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  • Gonzalo
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    Thank you Stephanie, how long does it take to respond for the request?

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  • John Mason
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    I've been waiting for over 4 months for our deployment ID - promised so much - delivered very little!

     

    You'd think it would normally take 2 to 3 weeks.

     

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  • Stephanie Langlois
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    Gonzalo shouldn't take more than a couple days for someone to reach out to you and get the process started. 

    John Mason apologies for the long delay, I can see in your last ticket that your Account Executive was trying to solve the issue for you. However, without issues the whole process should only take 2-3 weeks as you mention with most of the delay resulting from us waiting on WhatsApp approvals.

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  • Ian Walker
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    Hi Stephanie.

    My client has already done that and nothing. I have two open tickets about this.

    In one ticket I was told that the account executive would get in touch, but nothing has happened.

    Please can you help us out?

    I am referring to this ticket:

    https://support.zendesk.com/hc/en-us/requests/5148511

    Thanks!

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  • John Mason
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    Hi Stephanie,

    My problem is that its not even reaching WhatsApp to get the ID created! There is a distinct lack of knowledge amongst the account teams as to how to progress the requests.

    There is no ownership of the situation, all I see as your customer are the support teams hiding being the chat bot and not giving me a means to speak to someone to explain my frustration! I'm happy to chat to anyone that will just get this resolved, someone that will take ownership and keep me informed! Is that too much to ask for a existing client?

    Thanks

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  • Ian Walker
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    I completely agree with you, John!

    This is handled very badly on behalf of Zendesk.  The instructions are not clear, no timescales are given either, so it's kind of like a shot in the dark.  As I said though, I still believe Zendesk's WhatsApp integration is the best out there right now.  I just wish this entire setup process was a lot smoother!

    Having live chat as a support option for Zendesk, so we can speak to real people in real time, instead of just a help centre, a bot and a ticketing system would be a positive step in doing this.  It may also help us get this resolved much quicker.

    It's really a case of shout as loud as you can with this to get heard right now.

    Regards - Ian

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  • Stephanie Langlois
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    John Mason and Ian Walker thank you for your feedback around the activation process I'll see what we can do to help clarify things and include time estimates to our documentation. Please know that I have reached out to both your assigned Account Executives so they can help better guide you through the process.

    I hope we'll be able to get you both up and running on WhatsApp ASAP.

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  • Ian Walker
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    Hi Stephanie.

    Thanks very much. That is much appreciated. Yes, your entire process for this definitely needs improvement.

    Regards.

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  • Vruyr Aratelyan
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    vruyr

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  • Sebastian Juul Jensen
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    I have a question i hope someone can help me with.

    We have several facebook pages for the same brand, but country specific in terms of language and content. I have connected one WhatsApp account to all of them without problems, but if i want to offer WhatsApp support through Zendesk I need to create a WhatsApp account/number for each site instead of being able to use the one Account that i already have?

    I hope someone can help me with an answer to this.

     

    Cheers

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  • Stephanie Langlois
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    Hi Sebastian Juul Jensen,

    When connecting a phone number to the WhatsApp API, we need to connect it to a single business manager so if all your Facebook pages are in the same business manager, you can use one number. However, if you plan on using the auto responder you should note that you can only configure a single message, there's no option for translations. Ultimately it's up to you and how you plan to use the WhatsApp integration.

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  • Max Cooper
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    Hi Stephanie Langlois How would you route the incoming tickets in Sebastian case? We have a situation where a company has several branches and Whatsapp or Facebook messages should be routed to a specific branch per the requester's geolocalization, so we would need to be able to assign data to a field in the ticket so we can use it for eg. in a trigger or view.

    Is this possible?

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  • Rebecca Meli
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    Does anyone know how to resolve the below issue?  6 weeks + and still can't get the integration correct also support keep telling me to clear my browser and follow the instructions which I have, the error provides no indication on where it is failing.  Since I am not getting support from the support team wondering if anyone else has experienced this issue and could help me

     

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