Stay Connected, Stay Flexible: Introducing an enhanced Social Messaging Experience in the Zendesk Agent Workspace

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9 Comments

  • Josh

    Why has there never been a text option here?

     

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  • Sagi M. Welzman

    Hey Prakruti Hindia  
    I still dont see the conversations icon in admin tab nor see the updated UI regarding whatsapp and notifications 

    Im wondering what Im missing  ?  

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  • Prakruti Hindia
    Zendesk Product Manager

    Hey Sagi M. Welzman

    I see that you have raised a support ticket with us. I will post an update on the ticket. 

    -Prakruti

     

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Josh, 

    First of all, apologies for the late response. With Text, I assume you are referring to SMS? Can you tell me more about your expectations? 

     

    - Prakruti

     

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  • Benjamin Stolkin

    We recently upgraded to the suite, we have 2 WhatsApp numbers for different departments, with the suite we cant route them to each department, there is no way to do triggers for different numbers, it feels more like a downgrade to the suite, and your support team looks like they don't know anything about whattsapp

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Benjamin,

    We understand your requirement. Addressing it is on our H1 2021 roadmap. We will be rolling out support for multi-brand. With this, administrators will be able to associate a brand with each WhatsApp number. They will be able to setup Triggers, with brand as a condition to route tickets to certain group of agents. 

    Thank you for reaching out. 

    - Prakruti

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  • Benjamin Stolkin

    Hello Prakruti, we have multiple whattsapp numbers for the same brands for different support or sales areas, previously the triggers could be set by the number the message was received in, this should rolled out again, having set by brand instead of number won't solve the problems that we didn't have before

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  • Sagi M. Welzman

    Hey Prakruti Hindia  

    I agree with the rest above 
    We too have multiple Whatsapp number under one brand  and cannot route them after the update. 

    This  inflicts our service performance moderately and we're seriously considering shutting down this channel till routing will be available 

    I ask for you to escalate this as there is no workaround as of now.  

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Benjamin and Sagi, 

    Fair point about multiple WhatsApp numbers per brand. Thank you for providing more details. Support for it is planned on our 2021 roadmap. 

    - Prakruti

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