Recent searches


No recent searches

Using WhatsApp template messages to bypass the 24-hour rule



image avatar

Nova Dawn

Zendesk Documentation Team

Edited Sep 09, 2024


3

6

6 comments

This is a very relevant feature for Zendesk customers looking forward to bypassing Meta's 24-hour reply rule. With a deep knowledge of Zendesk, you can also create triggers and automations to send WhatsApp notifications in several ways.  

In case you need further capacities such as:

  • Error handling 
  • Bulk notifications
  • Starting conversations
  • Scheduled messages
  • Use of multiple templates
  • And a more refined solution for both for admins and agents

You can start using Respira's WhatsApp Connector, a Zendesk app with the first 1000 notifications for free.

0


Where are you pulling the relevant information fallback from? I am struggling to get this working

0


image avatar

Taylor Bowser

Zendesk Customer Care

Hi Richard Basteed

Thanks for reaching out! The fallback value is set by the business. You can find the descriptions of these key values used for sending WhatsApp Message Templates via shorthand syntax here

Hope this helps!

0


I’m trying to bypass the 24-hour rule from WhatsApp. I followed all the instructions in this post: 

  1. An end-user has messaged my business and opened a ticket. I want to send him a pre-approved WhatsApp template after 24h. 
  2. I already have a Sunshine Conversations license and a pre-approved WhatsApp template. 
  3. I created a macro using the Sunshine Conversations shorthand syntax as indicated in the instructions.

The problem is: when I try to execute the macro, the message with the shorthand syntax doesn’t appear in the “public comments” section, so I cannot send the WhatsApp template. I get this warning message instead, which doesn’t allow me to write new public comments after the 24h window:

I tested the macro within the 24h period and it worked perfectly. The end-user recived the pre-approved template just as intended, but after the 24h limit it is imposible to execute the macro properly. 

Any idea how can I solve this ?

1


image avatar

Cécile Delli Zotti

Zendesk Customer Care

Hi Team, 
 
I can see you already opened a ticket with us regarding this, thank you! Let's coordinate together there 😉

0


Hi Bichxs Market

I wanted to tell you about Witalker, an amazing WhatsApp application that breaks the 24-hour rule. You can run mass campaigns, send automated messages, and more.

And that's not all – we also have a knowledge base where you can get tips, see how it works, and much more. It's a complete tool to enhance your communication!

Check it out and install the app here.

Greetings.

0


Please sign in to leave a comment.