Question

How do I verify my Zendesk Talk number for WhatsApp?

Answer

When you activate a new WhatsApp number, WhatsApp sends a one-time PIN (OTP) by automated voice call or SMS.

Greetings

The PIN repeats several times but doesn't wait for someone to answer the call. If you set a greeting, the call may not ring through until after the repeats are exhausted. For details, see Managing outgoing greetings.

Route calls

If you connect an active number in Zendesk, make sure the person who answers the call can pass the PIN to the person who activates the WhatsApp number, as the PIN expires. Tell your agents 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. Get the PIN from voicemail, then call back any customers who went to voicemail. For details on call routing in Talk, see Routing incoming calls to groups of agents.

IVR

The automated call doesn't press buttons or respond to menu prompts, so the call must reach the destination without interaction. Temporarily change your IVR menu so no button press is required. For details, see Routing incoming calls with IVR.

International calls

The activation calls come from a US number. Your number must accept calls from the US to receive the activation calls.

Zendesk Talk Text and WhatsApp activations

Zendesk Talk numbers can't receive WhatsApp activation PINs through SMS. When you connect a Zendesk Talk number as a WhatsApp channel, use the voice option.

Turn off greetings and route calls to voicemail

The steps below describe how to turn off greetings to prepare to receive a WhatsApp verification PIN. End users who call while you receive the PIN go directly to an agent or voicemail without a greeting.

To turn off greetings:

  1. From Admin Center, go to Channels > Talk
  2. Select the line you intend to use as a WhatsApp number. Make sure this is a voice-capable line, as SMS activation won't work
  3. Switch to the Voicemail tab
  4. Confirm that Voicemail is turned on
  5. Set Greeting (voicemail on) to None
  6. Make sure no agents are online

To send the code and retrieve the PIN in the WhatsApp activation process:

  1. When prompted to verify the number, select Send Code
  2. Wait for about two minutes
  3. Find the missed call that includes the PIN
  4. Enter the PIN
  5. Select Done
  6. In the dropdown in the Admin Center channel configuration, select the number you want to activate, then select Next
  7. Add a Channel name to help you find this channel in Admin Center
  8. Select a Brand for these tickets
  9. Select Add Channel
  10. Wait for the channel to verify
  11. Select Save
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