WhatsApp/Messaging Agent Work Space

4 Comments

  • Kerry Charlton

    Zendesk support suggested creating a Support Interface trigger as detailed in this article 

    This does not work, the Messaging tickets i.e WhatsApp are still broadcast to all agents, not the specific group in the trigger actions

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  • Felipe Coelho

    I have the same problem. 😢
    I have several active whatsapp numbers, and I need to target them to different groups.

    Unfortunately I believe there is no solution yet.

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  • Kerry Charlton

    Felipe Coelho 

    There doesn't appear to be a solution, however, I am liaising with Dominic a Zendesk Technical Support Architect who is being very helpful and is currently looking into this with the product team.

    If they provide a solution, I will share it with you. For me, they just need to enable the ability to be able to control the routing of Messaging tickets i.e WhatsApp in the chat dashboard, when continuing to use Chat in the Agent Work Space, as we will then be able to create triggers to set the group in real-time

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  • Kerry Charlton

    Felipe Coelho

    Dominic has successfully demoed a workable solution to me. The issue is occurring due to cache browser settings. Sometimes if you remove the agent from the desired WhatsApp routing group and then ask the agent to log out and back in, they should no longer be presented with the WhatsApp message in "conversation". If they are, the agent then needs to completely clear their cache, this will then prevents the WhatsApp message from being presented to the agent in "conversation"

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