Setting up your WhatsApp channel (Social Messaging add-on)

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35 Comments

  • Udi M

    The guide says I need to install Social Messaging add-on and the WhatsApp Phone Number add-on. I did install Social Message add-on but I can't find WhatsApp Phone Number add-on anywhere, and so far didn't get any automated email from Zendesk.

    3
  • Will Brown

    This article seriously needs to be updated so at the very least the requirements for completing the integration are more clear. Can someone please clarify the following:

    The article mentions that I will "need to purchase both the Social Messaging add-on and the WhatsApp Phone Number add-on." I have the Support Suite, so I have been able to install the Social Messaging add-on, but I can't find the "WhatApp Phone Number Add-on" anywhere; where is this add on available for install?

    Separately the article mentions that "you can get the [WhatsApp in Zendesk Support integration] directly from the Zendesk Marketplace." Is the "WhatsApp in Zendesk Support integration" a 3rd requirement, separate from the "Social Messaging add-on" and the "WhatsApp Phone Number add-on."?? If that's the case, where is it available for download? Searching for WhatsApp in the Zendesk App Marketplace returns nothing relevant. 

    Last, the section on "Information you need to send to Zendesk" provides contradictory information. First it says "you will receive an automated email from Zendesk’s dedicated WhatsApp Integration team asking you for: WhatsApp Business display name; WhatsApp Business phone number; Facebook Business Manager ID. Then, just below that, it's mentioned "Please collect this information and then send it all to the WhatsApp Integration team..." SO WHICH ONE IS IT?!

     

    2
  • John Mason

    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

    1
  • Ian Walker

    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!

    1
  • Stephanie Langlois
    Zendesk Product Manager

    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.

    1
  • Sebastian Juul Jensen

    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

    1
  • Gonzalo

    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.

    1
  • Stephanie Langlois
    Zendesk Product Manager

    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.

    1
  • Gonzalo

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

    1
  • John Mason

    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.

     

    1
  • Gonzalo

    https://premiumplus.io/whatsapp#
    🤔

    1
  • Pedro Rodrigues

    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 :-)

    0
  • Rebecca Meli

    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

     

    0
  • Vruyr Aratelyan

    vruyr

    0
  • Ian Walker

    Hi Stephanie.

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

    Regards.

    0
  • Stephanie Langlois
    Zendesk Product Manager

    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.

    0
  • Pedro Rodrigues
    Community Moderator

    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).

    0
  • Philip Kehela

    Hello! We started using the WhatsApp integration and have two questions

    1. If a customer send us a message, e.g. "Hi i need help". Can we respond with several messages within the 24h window, e.g. "Hello XX, pls let me know XX" and 5 minutes later "Oh and furthermore we need more information on XX". Is this second message then counted as a proactive one already or are we able to send multiple distinct messages?
    2. Any best practises on how to overcome the problem of the 24h rule within weekend days? Our agents are working Monday to Friday so everyhting between Friday afternoon and Sunday morning is lost. This cannot be a good idea right?

    Thanks
    Philip

    0
  • Gonzalo

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

    0
  • Eugene Ooi

    Getting error when trying to install the app. 

    0
  • Ian Walker

    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!

    0
  • Stephanie Langlois
    Zendesk Product Manager

    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.

    0
  • Stephanie Langlois
    Zendesk Product Manager

    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.

    0
  • Robert Miller

    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!

    0
  • Krzysztof Klimek

    What information Whatsap send to The Zendesk Profile Account

    Phone number aswell?

    0
  • Roberto Peñacastro

    Honestly trying to integrate WhatsApp with Zendesk is a long process with a high cost. 

    We tried this approach but have found that Leadsales (https://leadsales.io) gets the job done and we have both widgets on our website to better serve our clients through both channels

    Hopefully the team at Leadsales will be able to integrate to Zendesk in the future! 

    0
  • Ian Walker

    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.

    0
  • Ian Walker

    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.

    0
  • Ian Walker

    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

    0
  • Fernando

    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?

    0

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