Question
How do I verify my Zendesk Talk number for WhatsApp?
Answer
When activating a new WhatsApp number, WhatsApp sends you a one time pin for verification using an automation, through voice or SMS.
Greetings
The pin will repeat several times, but will not wait until someone answers the call. If you configured a greeting message, the call may not ring through until after the repeats have been exhausted. For information on managing greetings, see this article: Managing outgoing greetings.
Routing
If you are attempting to connect an active number that is being used in Zendesk, ensure the person who answers the call can get the pin to the person activating the WhatsApp number, as it will expire. Let your agents know to expect the call and send the pin, or temporarily route all calls to a group that contains only the person who needs the pin.
For Zendesk Talk numbers, temporarily send all calls to voicemail. Retrieve the pin out of the voicemail, then call back any customers that were routed to voicemail. For information on routing calls through Talk, see this article: Routing incoming calls to groups of agents.
IVR
The automated call will not press any buttons or respond to menu prompts, which means that the call must be able to reach the intended destination without any interaction. Temporarily amend your IVR menu to ensure no buttons need to be pressed. For information on IVR configurations, see this article: Routing incoming calls with IVR.
International calls
The activation calls will come from a US number. Your number must be able to receive calls from the US to receive the activation calls.
Zendesk Talk Text and WhatsApp activations
Zendesk Talk numbers cannot receive WhatsApp activation pins using SMS. When connecting a Zendesk Talk number as a WhatsApp channel, use the voice option.
Disable greetings and routings to receive a pin as a voice mail
The steps below describe how to disable Zendesk Talk greetings to prepare for receiving a WhatsApp verification pin. End users who call while the one time password is being received go directly to an agent or voicemail without preamble.
To disable greetings
- From Admin Center, go to Channels > Talk.
- Select the line you intend to use as a WhatsApp number. Ensure this is a voice-capable line, since SMS activation will not work.
- Switch to the Voicemail tab.
- Check that Voicemail is turned on.
- Set Greeting (voicemail on) to None.
- Ensure that no agents are online.
To send the code and retrieve the pin during the WhatsApp activation process
- When prompted to verify the number, select Send Code.
- Wait two minutes.
- Find the missed call that has the One Time Pin.
- Enter One Time Pin.
- Click Done.
- From the drop-down in the Admin Center channel configuration, select the number you’d like to activate, then select Next.
- Add a Channel name to help you find this channel in Admin Center.
- Select a Brand that these tickets will be created under.
- Select Add Channel.
- Wait for the channel to verify.
- Select Save.
For more information, see these articles:
1 comment
Irina Tinca
Hello. we need that the number 0373809144 also has international access
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