Whatsapp Integration - Messages not delivered

20 Comments

  • Daniel Valdez

    Hello, I would like to know if you could solve your problem and how did you do it?

    I have the same problem and I don't know what to do, I would appreciate your support.

    1
  • Brett Bowser
    Zendesk Community Manager

    Hey Daniel,

    It looks like you have a ticket created with our Customer Care team regarding this issue. One of our agents will follow-up with you in that ticket to discuss this issue further.

    Cheers!

    -2
  • Alex Gheorghe Calin

    Hello!

    The same thing is happening to me, could someone please help me? Do you have any solution?

    Best regards,

    Alex.

    1
  • Sebastián H.

    Hello, Any solution? I have several customers with problems for the same reason... sounds like a Zendesk issue.

    1
  • Miguel

    DO NOT USE WHATSAPP INTEGRATION, ZENDESK'S CUSTOMER SUPPORT WON'T ANSWER AND YOU WILL NOT BE ABLE TO REPLY MESSAGES TROUGH ZENDESK TO WHATSAPP.!!!!

    2
  • Alex Gheorghe Calin

    That's what I'm seeing, really the experience I'm having is horrible, I was thinking of buying it annually but it's giving me a lot of problems with Whatsapp Bussines. 

    Really the solution is VERY EXPENSIVE, it gives a lot of failures.

    1
  • Alex Gheorghe Calin

    Are all of you complaining users paying for Zendesk? Maybe it's because of the trial period... no?

    1
  • Elaine
    Zendesk Customer Care

    Hey Alex,

    It looks like you have already created a ticket with us regarding the same issue you're experiencing. Kindly wait for an update from one of our agents on that ticket to discuss the same issue further.

    0
  • Sergio Carrillo

    Same problem here, paid account, verified at facebook and everything in order. Still waiting for the group of experts to help me with a ticket registered several days ago. I really don’t know when or if it will be resolved.

    0
  • Manuel de la Torre

    @... Zendesk is having problems sending messages to Mexican phones. After several days I got this answer:

    Thanks a lot for the information provided.

    In this case, looking at your ticket examples, I found the following error in our logs:This error is due to WhatsApp's new pricing test for end users with a Mexican WhatsApp number. You can find the announcement for this test here: https://support.zendesk.com/hc/en-us/articles/360058475733-Announcing-an-upcoming-WhatsApp-conversation-pricing-test

    {"href":"https://developers.facebook.com/docs/whatsapp/api/errors/","code":402,"title":"Message failed to send because there were one or more errors related to your payment method"}

    This is affecting sending messages to the requesters of tickets because they have a Mexican phone number. 

    We are working on adding the ability to share our line of credit with your WhatsApp Business Account. Once this feature is available you can use our line of credit to message Mexican phone numbers. 

    I will link your request to our internal problem ticket so you can receive an update as soon as this becomes available. 

    Best regards,

    Apparently Facebook used Mexico to test their new business model and Zendesk prefers saving some bucks rather than providing a good service in Mexico.

    We had to get in touch with our sales rep and upgrade our plan to pay for this extra cost. More than 2 weeks since we started the process but still can not send messages.

    I hope this information helps.

    0
  • Cheeny Aban
    Zendesk Customer Care

    Hi Sergio,

    I can confirm that you have an open ticket that is being worked on by our Team. Rest assured that you will receive all communication updates

     

    -1
  • faisal

    Greetings, we are facing the same problem.

    The massages are not delivered to the agent. 

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi Faisal, 

    Thank you for posting on our Community. We are already working on your ticket. Rest assured that we'll keep you updated. 
    0
  • Ahmed K.

    It is an old issue!

    I think it is new, and just with me!

    Someone from the team will answer: we are already working .. share the solution here to make it easy! 

     

    1
  • Macy Lacuesta

    Hello, 

    Is there a known solution for this error? We have the same issue but with Facebook messenger. 

    0
  • Gabriel
    Zendesk Customer Care
    Hello Macy!

    It looks like you already opened a ticket with our support team and they helped you Solving this issue.

    Thanks!
    0
  • Maky

    Hi @...

    Has anyone found the solution? I have the same problem here.

    Thanks.

    Maria

     

    0
  • Christine Felicia
    Zendesk Engineering
    Hi Maria,

    Channels can have an expiration period. For WhatsApp, agents cannot respond more than 24 hours after the last end-user response. When the timeout is reached, you can reconnect with the requester on another channel. For example, email or call. See WhatsApp 24-hour rule.

    Can you please confirm if you are responding to the WhatsApp ticket within the 24-hour period? Thanks!
    0
  • Maky

    Hi Christine Felicia

    You are right, the problem is the 24 hours...

    We now have the problem that we cannot send the message offline with the migration to Agent Workspace. 

    You can see here my post in other discussion.

    How can I solve this problem???

    Thanks,

    Maria

     

    0
  • Dainne Lucena
    Zendesk Customer Care

    Hi Maky,

     

    Prakruti Hindia just left an update on your post regarding the updated triggers and automation for messaging channels, including WhatsApp. You can check it out here

    0

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