Getting started with WhatsApp for Sell

Note: This feature is available if you have a SunCo license and have signed up for the EAP.

WhatsApp for Sell allows businesses to use Sunshine Conversation’s functionality within Sell to receive and answer messages. Unmatched messages will create new leads in Sell and Sell users can send and receive messages in the side bar app.

Note: You are solely responsible for using the features in Zendesk Sell in compliance with all applicable laws and policies, including the WhatsApp Business Policy and the WhatsApp Commerce Policy. By enabling and using features, you agree that you are complying with all rules and regulations, and have received the required consent from WhatsApp number holders proactively, and explicitly, before sending them outbound notifications.

This article covers the following topics:

• Prerequisites
• Activating your WhatsApp for Sell app
• Configuring the default settings
• Advertising your WhatsApp phone number
• Troubleshooting WhatsApp for Sell

Related articles:

• About WhatsApp for Sell

Activating your WhatsApp for Sell app

Zendesk created the Sunshine Conversation app for WhatsApp for Sell, you should use it only for that purpose. After you have configured the Sunshine Conversations app for WhatsApp for Sell, do not change it. If you change your Sunshine Conversations app or WhatsApp Business Account configuration, WhatsApp for Sell may no longer work.

Note: Only one WhatsApp business phone number can be connected per Sell account.

During the activation process, a special service user account (WhatsApp for Sell Integration User), is created in Sell. This account is not visible in the User Hierarchy and cannot be deleted.

By default, this user account will own leads that have been created via WhatsApp for Sell.

Configuring the default settings

You must be an admin to configure the WhatsApp for Sell default settings.

To configure the settings

1. In Sell, click on the WhatsApp for Sell () icon.
2. Click the Settings icon ().
3. Choose the default settings for leads that will be created via WhatsApp for Sell.
   • Assign Owner - select the Lead Owner for leads created by the app. The Owner can be a Sell Distribution.
   • Assign Source - select the Lead Source for leads created by the app.
   • Assign Status - select the default Lead Status for leads created by the app.

Advertising your WhatsApp phone number

When you have successfully activated your WhatsApp business number and installed the app in Sell, advertise your phone number so clients can get in touch. Be sure to follow WhatsApp guidelines and get Opt-in for WhatsApp.

Troubleshooting WhatsApp for Sell

To work with the WhatsApp for Sell app in Safari, or Chrome’s incognito mode, you must disable the Prevent cross-site tracking option.

To disable the prevent cross-site tracking option in Safari

1. In Safari, open the menu on the left of the menu bar, and click Preferences. Alternatively, use the shortcut by pressing (⌘).
2. Click on the Privacy tab.
3. Deselect the Prevent cross-site tracking check box.
4. Close the Preferences window.

To disable the prevent cross-site tracking option in Chrome

1. In Chrome, go to the top right corner, click the More menu () icon, then click Settings.
2. Under Privacy and security, click Cookies and other site data.
3. Select Allow all cookies.