Integration with Whatsapp

Completed

97 Comments

  • Maxime
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    Hi Jérémie,

    Il ne faut pas toujours croire ce qu'on lit dans les journaux :) 

    Joke aside, you're right, but that article still doesn't apply to having a publicly documented and supported API to get messages in and out of WhatsApp.

    Being allowed to use it as a business doesn't authorize you to use undocumented reverse-engineered APIs to access WhatsApp messages.

    We'll keep you posted on this thread once that's a thing.

    Merci et bon week-end!

    Maxime

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  • Arthur Engel
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    Hi There,

    I've read all the comments and understand the point of view from Zendesk. However I also feel the need to upvote this request. In The Netherlands there has been a massive increase in the use of whatsapp for support. A majority of the webshop and bigger online platforms have some sort of whatsapp solution to give a fast response to the smaller support requests. 

    In our own case, we are a digital agency / full service internet agency that have a service & support department that works with Zendesk for ticket registration and handling. It would be great for us to provide our customer with a solution to ask simple questions to our support employees through whatsapp, with the registration of their questions in Zendesk.

    I can imagine that people will take this in consideration in their selection process for support software. We're really happy with Zendesk ourselves, but this would be the icing on the cake :)

    Kind regards, 

    Arthur

     

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  • Laura Abou Dehn
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    Hi guys.

    Does anyone is using Ongair or Casengo and can share the experience?

    My company is really in need of a tool that can integrate WhatsApp with Zendesk.

    Many thanks!

    -1
  • Kostyak
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    +1 for adding Whatsapp to Zendesk for customer support!

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  • Leonardo Elizeche
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    Hi there
    Ongair is not working cause whatsapp block ur phone number l

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  • Thijs Knoester
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    I have been testing Trengo, a Dutch tool. Pretty good, but not as elaborate on the agent-side as perhaps Zendesk. But for my company, it's going to be good enough. They have a free trial. https://trengo.nl/ 

    -1
  • Evan Tahler
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    What'sApp is huge in LATAM. Bigger than Facebook or Twitter as an inbound channel.  Adding my vote here.   

     

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  • Mario Sebok
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    Has anyone used https://chat2desk.com/en/ and can give feedback on Whastapp support channel & Chat-bot features? 

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  • Mario Sebok
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    Only found 6 Options of Customer Service Platform integration with Whatsapp / FB Messenger (5 without Sales-force integration).

    1) www.chat2desk.com

    2) www.zendesk.com/chat/message/

    3) www.casengo.com

    4) www.ongair.im

    5) www.bagachat.com

    6) Integrate WhatsApp with Salesforce https://inteygrate.com/whatsapp-salesforce-integration/ known issues https://stackoverflow.com/q/43907780/8564956?sem=2

     Any feedback / recommendations on these?

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  • Victor Saldarriaga
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    We have had a working integration with WhatsApp for +2 years.

    www.b2chat.io

     

     

     

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  • Andrew J
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    Any update on this? Our LatAm team report that 80% of support requests are coming through WhatsApp.

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  • Nicole - Community Manager
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    Hey Andrew -

    The answer from the Product Manager as of October is that WhatsApp has yet to open up a public API, so we do not have the ability to build any sort of integration at this point in time. 

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  • Wouter van Gessel
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    Dear Zendesk,

    The need for Whatsapp is getting more and more in Europe.

    • Can you please do some research within Europe as well?

    I understand that Whatsapp might be used differently in the US, but in Europe it's widely used by larger companies to support their customers these days.

    The answer from the Product Manager states that there is no public API, however there are many other Support Systems (competitors from Zendesk) that do have Whatsapp-integration. If they have no API, your Product Managers might be able to get in touch with Whatsapp to find a way to connect.

    Thank you.

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  • Andrew J
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    @Wouter - I'd love to see this too, However, as I understand it, the use of the WhatsApp api (non-public) breaches the WhatsApp terms - that is why this is not done by any major players.  Other integrations are on shaky legal ground I believe.

    Would you like to specify a few that are currently available and working?

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  • Wouter van Gessel
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    Hi,

    Not sure how competitors of Zendesk have Whatsapp integration. That's up to Zendesk to find out. It would be a great USP for Zendesk to be the first of the major players to support Whatsapp integration.

     

    A post on the Freshdesk community says it well: 

     

    I just came back from the Netherlands, and it's amazing to see most stores already offer whatsapp support and not    only that, people are using it like crazy (some stores do 10 to 20% of their support over whatsapp now, in 1-2 months time).

    I hear it's already very big in latin America and Asia as well. Here in Germany, I also see it's coming up. Therefore I think it would be great to get this into native Freshdesk asap. Thanks!

    ----

     

    That was 2 years ago, today all major companies have Whatsapp as a support channel, two examples: 

     

     

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  • PROnatur24
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    Is there still nothing new about integraton von WhatsApp into Chat? Unbelievable. Is the issue for this an API of WhatsApp or from Zendesk?

    Found this:
    https://blog.cloudrail.com/whatsapp-api-how-to-use-the-whatsapp-chat-api/

    And it seems they have done the miracle:
    www.b2chat.io

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  • Wouter van Gessel
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    Hi guys,

     

    I actually found some articles that Whatsapp is allowing a few pilot companies to work with Whatsapp Business with a "Verified business account".

    KLM is the first airline to work with them, it would be great for Zendesk to be the first ticketing system to work with Whatsapp.

    See the FAQ of Whatsapp: https://faq.whatsapp.com/general/26000052?lg=en&lc=US 

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  • Lucas Flohrschuetz
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    Come on, Zendesk. Make it happen. 

    The demand is so high that dubios services like this exist: http://whatsapp-zendesk-integration.blogspot.de/

     

     

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  • Nicole - Community Manager
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    Hey Lucas - 

    We're still waiting on a public API from WhatsApp. Until they release such a thing, we cannot build one. 

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  • Wouter van Gessel
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    If Zendesk would wait for the public API from WhatsApp, Zendesk would be a follower.

    The Dutch SkyTeam airline KLM already has an official integration with WhatsApp (see https://news.klm.com/klm-first-airline-with-verified-whatsapp-business-account/). If a large Dutch airline company can officially do this, why can't an American company like Zendesk knock on the door of WhatsApp to be the first large American support company with an integration?

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  • Nicole - Community Manager
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    Hi Wouter - 

    We'd have to know how and why they built that relationship and evaluate whether something similar would make sense for us, and that's a level of business strategy that goes beyond what we're able to speak to in the community. 

     

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  • Wouter van Gessel
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    @Zendesk: There is an official link for the WhatsAppBusiness pilots. Can you make sure your product team knows about this?

     

    https://www.whatsapp.com/contact/

    https://www.surveymonkey.com/r/WhatsAppBusiness

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  • Nicole - Community Manager
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    Hey Wouter - 

    Yes, they're aware. 

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  • André Gabriel
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    Its about time zendesk team! We as your clients are becoming frustrated and are looking to other companies. You're loosing your customers.

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  • Nicole - Community Manager
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    Hey Andre et all - 

    There still is no publicly available API from WhatsApp for us to work with. Other companies have made non-official integrations, but those could stop working at any time if WhatsApp makes a change. Therefore, we are holding off on devoting developer resources until an official API is available to us. 

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  • Nicole - Community Manager
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    Until WhatsApp and Facebook offer an official, maintained, and approved way of building business level integrations with WhatsApp, Zendesk will not be developing an integration. 

    We are monitoring what they offer, and will update this thread if and when we are able to move things forward. 

    In the meantime, this thread will be closed for further comments. You can still vote (and we do track the votes) to express your interest. If an opportunity for us to develop an integration arises, we will re-open this thread for feedback and conversation. 

     

     

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  • Nicole - Community Manager
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    Hi everyone! I have a very exciting update for you:

    Announcing the Zendesk and WhatsApp Integration

    This integration is currently in very limited release, but you can sign up to request an invitation to the limited access program.

    We'll continue to update this thread as more information becomes available. 

     

     
     

     

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  • Andrew J
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    Signed up now!

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  • Wouter van Gessel
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    @Nicole: Great news!

     

    In the early access program, there is a question "Do you have approved API access already?". 

    I don't see an explanation anywhere on the page. Which API access is this about?

     

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  • Jakub Glodek
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    I'll get that fixed. When we refer to "Approved API Access" that is approval to access WhatsApp's API. Some companies may have already participated in the Beta program with WhatsApp and already have access.

    Jakub

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