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Adding WhatsApp channels to the Agent Workspace



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Lisa Kelly

Zendesk Documentation Team

Edited Sep 09, 2024


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38 comments

Hello

Just wondering if the hosting for your WhatsApp phone number add-on is also required when configuring WhatsApp with the new agent workspace and social messaging enabled?

Over in the article Setting up your WhatsApp channel (standard agent interface) it says to contact your account manager about purchasing the add-on....but no mention in this article.

Reason for asking is that I have gone all the way through set-up (new agent workspace and social messaging enabled), selected my phone number (all approved by FB etc) but at the last step when I try to add it under channels in the Admin centre, I get an error message saying:

"Channel couldn't be added"
"Give it a moment and try again"

I've spent the best part of the day scouring FB articles (even went down this path) and Zendesk articles to no avail. I contacted support but kind of didn't help.

Only thing I can see is if I need to purchase the add-on but I have no idea how to see if it's required (or already purchased).

Thanks for any help.

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Figured it out. I don't have the WhatsApp number add-on purchased on my account. All good !!

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Do I need a WhatsApp API account or just WhatsApp Business number?

I want multiple agents to be able to be assigned to just 1 number.

I hope I'm making sense.

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Josh

Zendesk Customer Care

Hi Raj,

Thank you for your message. For this one, you will need a WhatsApp business number and having multiple agents for 1 WhatsApp number is fine.

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If like us, you can't find the Messaging and Social under Channels, there is another guide. I suggest that you edit this article to include this link and explanation that it is a separate app that needs to be installed. 

https://support.zendesk.com/hc/en-us/articles/4408828254362-Installing-and-setting-up-social-messaging-channels-standard-agent-interface-

 

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Hi There
currently facing a challenge setting up the facebook account when doing the whatsapp integration with zendesk. was using the zendesk whatsapp setup wizard and got to this point.
note we have a created a facebook account and have a whatsapp business no.
Step 1 was completed we signed into facebook account via wizard to grant permission for the apps to talk to each other
Step 2 it asked to create a meta and whatsapp business account
after entering name, address n phone gave error would not let us proceed
an error has occurred while processing your request, pls try again later. which we did but still shows same issue

can anyone please suggest a solution to resolve this issue.

thanks in advance

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Dane

Zendesk Engineering

Hi Sadiq,
 
Upon checking, you have already submitted a ticket for this concern. You can always create a followup by replying to the email we sent you if you need additional assistance for it.

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Buenas tardes , intento migrar una cuenta de WhatsApp Bussiness Quiera saber cuál es el mejor procedimiento para realizar esta tarea ..

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Julio H

Zendesk Customer Care

Hola, Carolina, gracias por comunicarte con nosotros.
 
¡Espero que estés muy bien!

Entiendo que deseas migrar tu número de WhatsApp de otra plataforma a Zendesk. 

Explicamos este proceso aquí: ¿Zendesk admite la migración del número de WhatsApp?

Te recomiendo utilizar el auto-servicio al momento de añadir tu número de WhatsApp. 
 
Espero que la información te sea de ayuda, en caso de que tengas más dudas, te recomiendo contactar con el soporte de Zendesk.
 
Un saludo,

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Hi. I need to disconnect my WhatsApp line and there are no information in the any of the pages and I have not received support through private channels despite trying to this for months!

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Christine

Zendesk Engineering

Hi Natalia,

Sorry about the trouble. I've already reached out to our team to update you on the ticket you've raised with us. Kindly check your email for updates. Thank you!

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

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Hello Zendesk Engineering,
Few questions:
1. Have you tested WhatsApp Group Chat? Does it work?
i.e. Client creating a Grup Chat, adding your business WhatsApp and starting a conversation between Support & a few clients. I would like to know if responses from different clients wil be added to the same ticket or no.

2. Is it possible to link the client's WhatsApp number with his email profile?

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Facing a problem with our display name. We have a WhatsApp business display name approved by Meta and in our business settings. But when we send messages - users only see the number in Whatsapp - not the display name. We can not use Whatsapp on the phone or desktop now connected to Zendesk. Any ideas how to make sure our business name shows?

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Cécile Delli Zotti

Zendesk Customer Care

Hi Georgina 👋🏽

In order to see the display name attached to the phone number on WhatsApp Business API, an Official Business Account is needed. If you connected your phone number via the self service process, you can request the Official Business Account directly via the WhatsApp Business Account you own and host. Here is the process you need to follow. Please, note that only WhatsApp decides regarding the Official Business Account approval, this is out of Zendesk control. Have a nice day

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Hi team, I saw the note that states, "Note: Once you add your WhatsApp number for messaging, you will no longer be able to use that number to receive calls in WhatsApp."

Does this mean that you can no longer use the call functionality for WhatsApp and only use it for messaging once you integrate with Zendesk?

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Cécile Delli Zotti

Zendesk Customer Care

Hi James,

Once the phone number is connected with WhatsApp Business API, the phone call feature is not available anymore on WhatsApp (Meta restriction). 
However, you will still be able to receive standard/classic phone calls on the device (if ou have one) or Zendesk Talk (if you have this Zendesk product). 

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Cécile Delli Zotti We do have Zendesk Talk.  If we install the standard WhatsApp integration will it automatically forward calls to ZD Talk?  Or is there additional configuration considerations?  Is there a separate article and how to work with What'sApp voice calls in Talk?  

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Cécile Delli Zotti

Zendesk Customer Care

Hi James, 
 
If you have Zendesk Talk, you'll be able to receive the phone calls within your Zendesk instance.
Here is the Article for Zendesk Talk: https://support.zendesk.com/hc/en-us/articles/4408821196314 

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Hi Chad Susa (Gravity CX - Zendesk Partner)

Is it your issue happened because payment method not selected to Zendesk?
Cause I have the same issue.

Thanks

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Destiny

Zendesk Customer Care

Hello Ariya, 
 
As per the comment from Chad, the issue seems to stem from the absence of the WhatsApp number add-on. I notice that you've already initiated a support ticket with our team. We will proceed with diagnosing your problem through that channel. Cheers!

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Hi Destiny,

 

Could you please tell me what's mean about WhatsApp number add-on?

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Destiny

Zendesk Customer Care

Hello Ariya, 
 
Normally, to integrate social channels like WhatsApp into Zendesk, a standard Zendesk subscription would require a social messaging add-on (or as Chad might refer to it as the WhatsApp add-on.). Zendesk Suite plans already includes social messaging hence so there is no need for an additional add-on to it.
 
Going back to your issue, I believe you are having trouble connecting your WhatsApp channel with your Zendesk account. I see my colleague has already responded to your ticket. We will collaborate with them via your initial ticket to resolve this issue for you.

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Hi Destiny

 

On my ticket someone said I need to follow up to Facebook.

I've created ticket to facebook, and facebook said to follow up to WhatsApp.

I've created ticket to WhatsApp, and WhatsApp said to follow up to facebook.

 

Now I'm confused what should I do, and how to solved this issue.

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Destiny

Zendesk Customer Care

Hello Ariya, 
 
I will collaborate with the Advocate who is presently handling your ticket so we can escalate this issue to our designated WhatsApp technical specialist for a more thorough assessment. We will determine the most appropriate next steps for our case. Rest assured, we'll maintain all communication regarding this matter within the existing ticket.

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Is this available on Zendesk Sell ? 

What happened to the app Whatsapp For Sell ? 

WhatsApp Integration for Zendesk Sell - YouTube

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Christine Diego

Zendesk Customer Care

Hi Online,

The Early access program for WhatsApp in Sell is over and Zendesk has decided not to proceed with rolling it out to all accounts but this is available via professional services, if you are interested, you can contact your account executive to discuss the pricing details. 

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There's no option to add a Whatsapp channel in Messages. See below (in Port):

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Lisa Kelly

Zendesk Documentation Team

Hi Pedro,
If you aren't seeing a Whats App option when you click Add channel, you need to contact Zendesk Customer Support, so they can help you with your issue.

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Can i get WhatsApp registered Phone number ID. Unable to find it on FB developer portal anymore.

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