Adding WhatsApp channels to the Zendesk Agent Workspace

Fastpath: Admin Center > Channels > Messaging and social > Messaging

Tip: You must have the Zendesk Agent Workspace with Social messaging enabled to use this feature. If you're using Social messaging with a standard Support agent interface, refer to Social messaging resources for Support.

This article describes how you can add WhatsApp social messaging channels to the Zendesk Agent Workspace. WhatsApp is a popular chat and voice messaging app with more than 1.5 billion users in over 180 countries. If you plan to use WhatsApp, you need the WhatsApp Phone Number add-on. For customers who purchased a Zendesk Suite account after Feb 1, 2021, this add-on is included at no extra charge from Zendesk, but WhatsApp usage-based charges may apply. See the WhatsApp pricing change announcement for more information and links to WhatsApp's pricing documentation.

Note: Once you add your WhatsApp number for messaging, you will no longer be able to use that number to receive calls in WhatsApp.

This article contains the following sections:

• Understanding the methods for adding a WhatsApp channel
• Adding a WhatsApp channel (self-service)
• Adding a WhatsApp channel (assisted)
• Next steps

Related articles

• About messaging channels for the Zendesk Agent Workspace
• About the Zendesk Agent Workspace
• Information you need to send to Zendesk
• Using the Message Us button to guide users to your WhatsApp or Facebook Messenger channel

Understanding the methods for adding a WhatsApp channel

In most cases, you can use a self-service flow to add a WhatsApp channel to the Zendesk Agent Workspace. With the self-service flow, you can maintain ownership of your WhatsApp number rather than having Zendesk control it. To use this flow, you need to have access to your company’s Facebook Business Manager. If you are unable to get access to the existing Facebook Business Manager, you will need to create one, which can be done as part of the flow. See Adding a WhatsApp channel (self-service).

If you can't use the self-service flow to add a WhatsApp channel, you can use the assisted flow and provideZendesk Customer Support with control over your WhatsApp number. See Adding a WhatsApp channel (assisted).

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.

Adding a WhatsApp channel (self-service)

To support WhatsApp social messages in the Zendesk Agent Workspace, you can add one or more WhatsApp channels to Admin Center. You must be an administrator to add WhatsApp channels. For more information about how to find the information required to add a WhatsApp channel, see Editing your WhatsApp business profile.

Important: 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.

Topics in this section include:

• Starting the set-up flow
• Finishing up

The following video takes you through the self-service flow for adding WhatsApp to the Agent Workspace:

WhatsApp Zendesk Self-Serve (2:37)

Starting the set-up flow

Follow the instructions in this section to use the self-service process for adding a WhatsApp channel to the Zendesk Agent Workspace. If your WhatsApp business account has not been verified, you can only go through the self-service flow once. Adding additional numbers can only be done once the WhatsApp business account has been verified.

To add a WhatsApp channel via self-service

1. In Admin Center, click the Channels icon () in the sidebar, then select Messaging and social > Messaging.
2. Click Add channel and select WhatsApp from the drop-down.
3. Click Continue with WhatsApp to open the WhatsApp set-up flow.

   The set-up flow will ask you for the following information. Follow the instructions in the flow to add this information.

   Action	Description
   Authenticate to your Facebook profile	This is your profile that's linked to your company's Facebook Business Manager. You can Continue with the existing profile or sign in to another account.
   Provide permission to share your WhatsApp business account and phone number with Zendesk.	Zendesk needs this permission to host the number and connect it to the Agent Workspace.
   Select a Facebook Business Manager for your WhatsApp number.	You can select an existing Business Manager or create a new one.
   Select the business account you want to share with Zendesk.	You can select an existing business account or create a new one. A WhatsApp business account can hold up to 250 phone numbers. If you need to set up more numbers, create another business account.
   Set up your business profile	See Editing your WhatsApp business profile for the type of information you need to provide in the profile.
   Set up your phone number	If you don't already have a phone number set up, add a phone number and verify it. If the business account you selected already has a phone number you want to use, click Cancel to skip this part.

4. When you've finished the set-up flow, click Done.
5. From the drop-down in the Admin Center channel configuration, select the number you’d like to activate and click Next.

   

   If the number is dimmed and marked (pending) you will need to complete your Facebook Business Manager’s verification and wait for the phone number display name to be approved. Once you receive an email from Facebook that your business account and display name have been approved, restart the set up flow and follow the instructions to finish connecting your phone number.

6. Assign a name to the new WhatsApp channel you are connecting, then click Add channel.

   Use a name that makes it easy to identify the channel in the Channels list.

   Adding the channel may take up to 5 minutes as Zendesk works to set up hosting for your new number. When the channel connects successfully, a Channel added message appears.

Finishing up

To successfully spin up your WhatsApp number there are a few things to double check:

• Has your Facebook Business Manager been verified?

  Before your WhatsApp business account can be approved, your Business Manager will need to be approved as outlined above.

• Are you eligible to use WhatsApp per WhatsApp’s Commerce Policy and has your WhatsApp business account been approved?

  This takes approximately 1-2 weeks. If you fall in the list of prohibited businesses, you will unfortunately not be able to use this channel.

• Does your selected display name align with WhatsApp’s guidelines?

  If you don’t select a display name that falls within WhatsApp’s guidelines, you will end up delaying the launch of your WhatsApp number.

If you don't go through Business Verification, you will have restricted access. Restricted access includes:

• Unlimited customer-initiated conversations.
• The ability to send notifications to 50 unique customers in a rolling 24-hour period, provided you have a Sunshine Conversations License.
• The ability to register up to two phone numbers.
• You cannot apply for an Official Business Account until business verification is complete.

You can go through the verification at any time to lift these restrictions.

Adding a WhatsApp channel (assisted)

Follow the instructions in this section to use the assisted process for adding a WhatsApp channel to the Zendesk Agent Workspace. You'll need to work with Zendesk Customer Suport to complete the process.

Topics in this section include:

• Sending information to Zendesk
• Starting the assisted flow
• Editing your WhatsApp business profile

Sending information to Zendesk

If you are unable to use the self-service set-up flow, you will need to default to the deployment ID set up flow. In these rare cases, before you can add a WhatsApp channel, you'll need to send some information to Zendesk. For details, see Information you need to send to Zendesk. We need this information so we can create a unique deployment ID for your WhatsApp channel. Make sure you have a unique deployment ID for each WhatsApp channel you want to add. Once you receive your deployment ID from us, you can set it up by adding a WhatsApp channel.

Starting the assisted flow

To support WhatsApp social messages in the Zendesk Agent Workspace, you can add one or more WhatsApp channels to Admin Center. You must be an administrator to add WhatsApp channels. For more information about how to find the information required to add a WhatsApp channel, see Editing your WhatsApp business profile.

To add a WhatsApp channel with assistance from Zendesk Customer Support

1. In Admin Center, click the Channels icon () in the sidebar, then select Messaging and social > Messaging.
2. Click Add channel and select WhatsApp from the drop-down.
3. Click Link using a deployment ID.
4. Enter your deployment ID, then click Next.
5. Select a method to receive your verification code. Choices are SMS or Phone call.

   The verification code will be sent to the phone number associated with your WhatsApp deployment ID.

6. Click Send code.
7. When you receive your verification code, enter the code on the Zendesk Add channel page.
8. Click Connect channel.

   When the channel connects successfully, a Channel added message appears.

Editing your WhatsApp business profile

When you add a WhatsApp channel in Admin Center, you can include business profile details for your account. These details are visible to your customers from WhatsApp.

Business profile details include:

• Channel name: Enter a unique name to identify the channel.
• Brand (for accounts with multiple brands): Select a brand to associate with the channel.
• Profile picture: Upload a profile picture. This picture appears in your WhatsApp business profile and in WhatsApp conversations.
• Description: Enter a brief description of your business. This information will appear at the top of your WhatsApp business profile.
• Enter more information about your business, including your business Address, Email, Industry, and Websites.

To add a WhatsApp business profile

1. In Admin Center, click Channels.
2. Locate the WhatsApp channel you want to edit and click to open it.
3. Enter the business profile details about your WhatsApp channel.
4. When you've finished adding these details, click Save.

Next steps

After you've configured your WhatsApp channel and edited your business profile, you can:

• Set up your agents to use the channel. See Getting started for administrators in the Zendesk Agent Workspace.
• Configure automatic responses to messages.
• Advertise your WhatsApp number.