Setting up your WhatsApp channel (standard agent interface)

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41 Comments

  • Natalia Cano

    How to disconnect the whatsapp number? I can't find the information anywhere, and I am not receiving support. 

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  • Christine Felicia
    Zendesk Engineering
    Hi Natalia,

    As outlined in this section of this article:

    Important: Once your phone number is connected and verified within Zendesk Support, it can no longer be removed or used with the WhatsApp for Small Business app or any WhatsApp app on a mobile device.


    We can only deactivate the phone number, and I see that you raised a ticket with our support team and it was already forwarded to our WhatsApp team so they can further assist if you wish to deactivate the number. Kindly wait for an update via email soon. Thanks!
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  • Natalia Cano

    Hi.
    Yes I have raised the issue with support but no one has answered. My sales person had said it was not an issue, but suddenly stopped answering my emails. We are cancelling our account with zendesk precisely because of the lack of support. We are moving to a new platform and have clients that WhatsApp to that line, that belongs to us!

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  • Sanjay WS

    Typical BS from Zendesk. You need to force them to let go of your WA number. Otherwise, write a complaint to Meta/Facebook. They are not allowed to put you under duress for leaving their lousy platform...

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  • Christine Felicia
    Zendesk Engineering
    Hi Natalia,

    I've reached out to our team to update you on the ticket you've raised with us. Thank you!
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  • Natalia Cano

    Hi Christine. I have received how to erase the account but no explanation on why it is not in my business account manager and how I can transition. Still waiting for your team to reach out.

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  • Christine Felicia
    Zendesk Engineering
    Hi Natalia,

    It seems that our team already updated the ticket and waiting for more information from you. Kindly check your email. Thanks!
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  • Fabio Miliucci

    Esiste la possibilità di caricare le vecchie chat?

     

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  • Ahmed Dahy

    Hi Team,

     

    We have multiple brands to represent the countries where we provide our services on, we are planning to have one phone number for the 5 countries, while setting up WhatsApp Channel we had the chance to choose only one brand to be linked to a channel, do you suggest adding multiple channels with the same phone and each to be assigned to a brand, or only one channel would do

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  • Sebastián

    Good morning Ahmed, 

    The only possibility at the moment is to create Brands and link each number to a brand. The problem will be if you want to link 2 numbers to the same brand, and you would have to create an additional brand. Even if a brand has 2 whatsapps for 2 countries, you will have to create 2 brands, one for each country. There is no other option today to be able to identify the number and separate the tickets.

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  • Davide B.

    Hello Fabio Miliucci, I can see you commented the article in Italian so I went ahead and opened a ticket on your behalf to reply to your question in Italian.  

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