Setting up your WhatsApp channel (standard agent interface)

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30 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
    Community Moderator

    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
    Zendesk Customer Care

    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

    0
  • almurtakb store

    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?

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi Almurtakb Co

    If your account is under Business verification from Facebook, you will have messaging and time limits on your phone number, once reached, the messages will not be delivered. 

    If your WhatsApp business account hasn't been approved, you will only be able to add one WhatsApp channel. This channel will be restricted and only allow you to message a maximum of 10 users. Once your WhatsApp business account is approved, this messaging restriction will be lifted and you will be able to add additional WhatsApp channels using the self-service flow. More information can be found here: Adding WhatsApp channels to the Zendesk Agent Workspace

    Or it could be  an actual error in message delivery, It’s been 24 hours since the last end user message over WA, the integration is inactive, and the account does not have right subscription - Suite or social messaging add on

    If you would like to know the exact reason, you may initiate a conversation with us
    0
  • Sanjay WS

    We need to port over one number away from Zendesk to another provider to enable bots. We are asked to "disable 2fa" on the number. But the number doesn't exist on our FB page as this was done more than a year ago by a zendesk partner here so we are not in control of the number on our FB page.

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  • Cécile Zongo
    Hello Sanjay,
     
    It is possible to migrate a phone number to another Business Solutions Provider indeed. Here is WhatsApp documentation for this. 
    In order to follow this process, you need some confidential details so I create a new ticket with you. 
     
    Have a nice day, Cécile
    0
  • andre tansil

    Can you help adding whatsapp number? its been a month and no agent has help

    0
  • Cecilia Carrera Morales

    Buenas Tardes, me gustaria saber como se obtienen las metricas de los clientes que ingresan por WhatsApp.

    Tiempo de primera Respuesta.

    diferencia del cliente que esta ingresando por Chat Zendesk y WhatsApp Zendesk.

    Que asesoria requiere mas.

    Dividir por grupos.

    0
  • Julio R.
    Zendesk Customer Care
    Hola Cecilia:
     
    De momento las SLAs no están disponibles para los canales de mensajería por redes sociales como WhatsApp. Sin embargo, se prevé su implementación en un futuro. 
     
    Por ese motivo, te invito a dejar un comentario en nuestra comunidad para interactuar con otros usuarios que tienen necesidades similares y exponer tu caso particular. Puedes hacerlo en el siguiente enlace: WhatsApp SLAs
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  • Ene Cristian

    I'm having the same issue that Andre Tasil is having. 

    We have the social messaging package, but we are unable to proceed due to the following error message. Can anyone in Zendesk clarify?

    "You need Social Messaging and a WhatsApp number to set up WhatsApp. An account owner can purchase it for your subscription."

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  • Cecilia Carrera Morales

    Bunas tardes, en mi caso me gustaria obtener los SLA y data de WhatsApp.

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  • Dave Dyson
    Zendesk Community Manager

    Ene Cristian I've created a ticket on your behalf, so our customer care team can investigate your issue. Thanks for your patience!

    0
  • Stephen Abiero

    Hi Zendesk Customer care,

    our WhatsApp channel has been working well till recently when the outgoing/replies to customers are not going and the send button is deactivated.

    It acts up but sometimes it sends out the messages?

    Is it a bug? is it a device issue or is it a system/Zendesk issue?

    What could be the problem.

    0
  • Dane
    Zendesk Engineering
    Hi Stephen,
     
    I just want to know if you are still experiencing this issue. If you do, you can contact support directly for there are multiple factors that can be causing this issue. One of our Advocates will help you with it directly.
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  • i4E Team

    Having same issues Kelvin Fok 

     

     

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi,
     
    In regards to the following error, have you tried any basic troubleshooting? If not, then I would advise clearing your browser's cache and cookies, and also if possible try the following using a different browser.
     
    If you're still experiencing any issues, you can contact support directly since there could be other factors why the issue is happening. 
     
    Thank you and have a wonderful day ahead! 
     
     
     
    Kind regards,
    0
  • i4E Team

    Yes tried basic troubleshooting and then opened a total of 4 support tickets. But what always happens is that your support team sends the same canned reply and after answering the same questions over and over again they are unable to resolve the issue. They are more interested in closing support tickets than solving problems. I don't think your support team has the experience or mindset to resolve this issue.

    Never expected such unprofessional behavior from Zendesk support team.

    1
  • Dave Dyson
    Zendesk Community Manager
    Hi i4E team -
     
    Sorry you've had a hard time getting this resolved. I see you have a new ticket today with our support team. I'll keep an eye on it myself as well -- looks like they're waiting for a screen recording from you?
    0
  • andre tansil

    i4E Team hey, I could solve the WA Integration issue with zendesk. If you are interest, pls email me at andretansil@vokraf.com

    0

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