Adding WhatsApp channels to the Zendesk Agent Workspace

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  • Gravity CX (APAC Reseller)


    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.

  • Gravity CX (APAC Reseller)

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

  • Raj Rana

    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.

  • 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.

  • Rotem Benshalom

    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.



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