Setting up your WhatsApp channel (standard agent interface)

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13 Comments

  • monir Husseini

    Hi @...
    Did you receive any updates for hiding unassigned tickets for social messaging channels?
    Thanks in advance

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  • Pedro Rodrigues

    Hi @..., I didn't understand your question - what do you mean by "hiding unassigned tickets"?

    If you meant the default view "WhatsApp conversations - Unassigned" created by Zendesk that I mentioned, it can be deactivated as usual.

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  • monir Husseini

    @... I mean hiding unassigned issues for all agents (not all agents must see the whatsapp issues especially the unassigned ones) and showing them to specific agent or group

    If that can be deactivated as you say, can you please tell me how, I am pretty new to zendesk

     

    Thanks for your reply

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  • Sneharthi Roy

    Hi

    We are a B2B SaaS company in customer service/contact center automation domain and we are an ISV in Twilio. We and our customers have phone numbers from Twilio, approved by Whatsapp Business, and we have received approval for Business Name, templates for notification, we use webhooks for our own AI-based chat bot for question answers, we have used integration both by service ID from Twilio to send notifications or webhook to a third party integration. We are in need of Zen Desk chat applications to integrate with Whatsapp API. Can you please have someone from Zen Desk contact us?

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  • Nicole Saunders
    Zendesk Community Manager

    Hi Sneharthi - 

    We don't have a way to have support reach out to you from comments on an article, but here's information on Contacting Zendesk Customer Support

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  • Roman Safronov

    Hi, i have installed the WhatsApp integration using the other tutorial (https://support.zendesk.com/hc/en-us/articles/360048880714)

    Tbh I dont understand where the main difference between both is.

    But my question is: how can I chat with a customer via WhatsApp using the Zendesk-App? It simply did not work to see the reply from the customer on the app. Desktop version is not a problem.

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  • Kelvin Fok

    Hi there, having issues with the last step on Add Whastapp on Zendesk - showing "Channel couldn't be added"  even trying after multiple times. Anyone know what went wrong?

     
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  • Cheeny Aban
    Zendesk Customer Care

    Hi Roman,

    To understand how you can chat with your WhatsApp customers via Zendesk, you may check About messaging channels for the Zendesk Agent Workspace for the complete guide.

    All the best

     

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Kelvin,

    I'm sorry to hear that you are having a problem setting up the WhatsApp integration. I highly suggest that you initiate a chat with us so we can immediately check your account.

    All the best

     

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  • Jo

    Hi. We tried deleting, uninstalling WhatsApp from Zendesk and using the number back on WhatsApp mobile app but apparently can't able to.  Appreciate if you can guide us how to do so.  Thank you.

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Jo,

    We need to have a closer look into your account to identify the issue that you are experiencing. I highly suggest that you initiate a chat with us for a real-time check.

     

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  • Stephen Abiero

    Hi,

    After integrating Whatsapp to Zendesk, our agents get an error while responding to customers. The messages are not delivered.

    What could be the problem?

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  • Blanca

    Hi Stephen,

    I am sorry to hear that your team is having trouble responding to your customer via the WhatsApp channel.

    The most common reason for messages not to be delivered by Whatsapp is that it's been more than 24 hours since the Whatsapp user sent their message. For more information, see Working with WhatsApp tickets and the 24-hour rule.

    If you know that this time limit had not passed, then I'd suggest chatting with our support team so they can help you troubleshoot the issue in real-time.

    Cheers,
    Blanca | Customer Advocate

    Chat with our live support!

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

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