Question
When a user messages through WhatsApp, they are not automatically associated with the existing user profile in Support that has the same email or phone number. Why are the users not correctly identified?
Answer
The first time a user messages through WhatsApp Zendesk will create a new user, even if their email or phone number is already associated with an existing user.
The newly created end user profile in Support can be merged into the desired end user profile. Both end user roles must match. When the end user messages in through WhatsApp in the future, it will be identified as the correct end user upon ticket creation.
For more information about merging users, see the article: Merging a user's duplicate account.
5 comments
Julien MCC
Is this normal behavior that will last forever?
1
Danielle Emerich
Are there any plans to fix this issue?
Whatsapp is now the main channel for many companies and problems like this that look like a small thing are in fact a big block for an omnichannel experience.
1
Gabriel
We created an automation to auto-merge WhatsApp users. If you're interested, feel free to reach out to us: https://knots.io/zendesk-apps/
0
Vinicius Henrique da Silva
This is unacceptable, mainly because ZENDESK CHARGES PER USER.
This is a SYSTEM, I shouldn't have to do MANUAL USER MERGER.
You are not delivering the minimum of a CRM system.
This is not acceptable.
0
hannah
Hello, could you provide information in this article by editing or adding details about why this might happen? Is it due to regulations from WhatsApp or Zendesk?
0