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Installing and using the Relay messaging app



image avatar

Kelly Danner

Zendesk Customer Care

Edited Sep 03, 2024


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24 comments

Kudos Zendesk team on this great feature! We would love to be able to use it within our workflows, with triggers, automations and macros, is that something you are considering to add?

4


Qual o formato do número que deve estar cadastrado no usuário final? Nos teste que eu fiz, não esta localizando em gerenciar públicos. 

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For those who have problems with step 2…


Build a secure Authorization Token

  1. Open Terminal on your computer.
  2. Type echo -n "your Key ID:your Secret key" | base64
  3. Save the Authorization Token to a notepad.
    1. Everything after the word base64, including the two equals signs at the end

You can use following link to generate the Autorization Token
https://zendesklabs.zendesk.com/hc/en-us/p/sunco-token-generator

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Excelente notícia!

 

Consegui instalar o aplicativo, porém ao realizar o teste com meu próprio número de WhatsApp, a mensagem não é enviada e o erro não é identificado. O que poderá ter ocorrido na minha instância?

 

Obrigada!

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Fernando Bueno realizei alguns testes com WhatsApp e o filtro "phone:55…" só funcionou se o número estiver cadastrado no usuário com o ínicio “+55…”

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I am having the same issue as Adriana P. Barretto. When I send an approved WhatsApp template to my own phone number I receive an unknown error.

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Hi Adriana P. Barretto and George Aufiero,

 

Thanks for your feedback. We recently identified similar behaviour due to the phone number format. Until we deliver the fix, please ensure that the phone number format includes the country code, no empty spaces, and no special characters except the leading + sign for the country code.

  • +12345678999 → Good
  • +1 234 567 8999 → Bad
  • +1(234)567-8999 → Bad
  • +1(234)5678999 → Bad
  • +1234-567-8999 → Bad
  • +1234567-8999 → Bad

Thanks

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Good morning, Cuneyt,
Thank you very much for the information! I tested it again and it did indeed work with the format you mentioned.

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I did the configuration yesterday, but so far it remains as "in sync". Has anyone gone through this? Should I do something different?

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Hello

Ok, we connected Relay and everything works, but I have a question: why is a ticket not created in the user account that such a notification was sent? Whatsapp in this case

Best
Kris

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Hello Athos Alves De Souza  thank you so much for the answer.
I verified that it is already active and, in fact, an object called Zendesk Labs Notification Template was (automatically) created the day I installed the app.
When viewing the records of this object, it shows a template that I had used in Meta templates previously.
Do you know what it could be?
The issue of synchronizing the app in the instance has not changed yet.
 

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Hi Jéssica G. Bigon,

Thank you for reporting this issue. The app loads templates based on the channel. Due to the bug, the channel property is set to null on the custom object record you shared, which prevents the app from loading templates. Could you please delete this custom object record, refresh your browser, and open the Relay app again?

Thanks

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Dear Zendesk Team, 

I wanted to take a moment to share some feedback from my working group on the Relay App. We hope this can be forwarded to your developer team, as we genuinely love using Zendesk and we look forward to the continuous improvement of new functions.

How Our Customer Service Support Intends to Use Relay:

  • While Zendesk sees this as a marketing feature, our support team finds it useful for following up with customers when we only have their phone number and prefer not to call.
  • For example, we’ve created a generic follow-up message template in Relay. 
  • To execute this, we will create end-user profiles in Zendesk and add tags to them, allowing us to select the specific audience to send notifications.

Our Marketing’s Perspective on Using Relay:

  • Our customer base does exceed the 1,000 free tier limit, thus it is not cost-effective to use Relay for large-scale campaigns.
  • For many companies, including ours, we would prefer to use our own CRM software for unified campaign management rather than relying on Relay, which is limited to WhatsApp or SMS.
  • There are also concerns about the lack of an Unsubscribe Button in WhatsApp, which could lead to customers blocking our official WhatsApp Business Account if they continue to receive unsolicited campaigns.
  • Therefore, our marketing team still prefer to stay with our own CRM, focusing on push notifications via mobile apps and EDM/newsletters etc. These methods allow us to track performance and SEO, which is a feature currently unavailable in Relay.

We hope this feedback is helpful and we look forward to seeing how Relay evolves. Thanks!

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Brett Bowser

Zendesk Community Manager

Elaine Tan  thanks for taking the time to share this with us! I would recommend creating a post in our Feedback - Apps and integrations (Platform) topic as this is the primary location that our Product Managers monitor for customer feedback.

 

Let me know if you have any questions!

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Everything was installed according to the steps in this documentation, however it remains on the "Synchronizing with meta" screen =(

 

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I'm trying to send a WhatsApp on an approved template but am seeing this error. Do you know what it could be?

1 notification failed’ - ‘Unknown error’

Thanks

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Hi there! Does anyone know what Meta requirements are for submiting templates with images/videos/documents? I've been submitting them, but couldn't get them to be approved so far. I have used repositories both from Zendesk Media Library and from outside sources. I've ran out of ideas… Any advices? Could anyone succed while adding this kind of headers to your templates? Thanks!

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Hey Mike Miner,

Sorry to hear that. We will deliver a fix to address this issue. Until then, please ensure that the phone number format includes the country code, no empty spaces, and no special characters except the leading + sign for the country code. Examples:

  • +12345678999 → Good
  • +1 234 567 8999 → Bad
  • +1(234)567-8999 → Bad
  • +1(234)5678999 → Bad
  • +1234-567-8999 → Bad
  • +1234567-8999 → Bad

Thanks

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Hey Cuneyt Celebican 

I can confirm the number is setup with that format, It is +44 if this changes anything?

Thanks

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Mike Miner  Is this issue consistent for all numbers starting with +44?

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Hi Juanma,

Do you get approval for the same template without having an image/video/document? If not, I suggest you check the template guidelines for WhatsApp using the link below. I also recommend you check your rejected templates via Whatsapp Business Manager. It provides information about potential reasons for the rejection as well. 

https://developers.facebook.com/docs/whatsapp/message-templates/guidelines/

Thanks

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Any suggestions on how to generate a report with active message sending interactions?

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Hola,

 

¿cuando intento agregar la audiencia debo separar los números cómo? ¿comas, punto y coma? solo me está reconociendo el primer número

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