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WhatsApp/Messaging Agent Work Space
Answered
Posted Jun 30, 2021
- When the Agent Workspace is activated WhatsApp has to be connected via Messaging channels, as it has to be when Agent Workspace is enabled
- Messaging tickets i.e WhatsApp is presented to agents via the "Conversations" button in the top right-hand corner of the Agent Workspace, in the same way, Chats are
- However, when you wish to continue to use Chat you do not have the ability in the Chat dashboard to create triggers to control the routing of the Messaging tickets i.e WhatsApp to a specific group
- Messaging triggers are only made available when you aren't using Chat and have moved over to Messaging
- Not everyone wishes to move over to Messaging
- This is restricting users from controlling how their Messaging tickets i.e WhatsApp are routed
Can you please 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?
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10 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
-1
Felipe Coelho - Tecna Sistemas
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.
1
Kerry Charlton
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
0
Kerry Charlton
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"
3
Felipe Coelho - Tecna Sistemas
Hello Kerry Charlton!
Got a solution to this problem?
If so, please share. 😊
0
Kerry Charlton
Felipe Coelho - Tecna Sistemas
Meet ALL of the following conditions
Actions
Group is =
2
Arno (EMEA Partner)
This solution seems to work fine. Just have to be careful that you do not have other triggers routing the tickets that do not exclude Whatsapp channel and override this trigger.
But has no one found a solution for the routing without brands? One of our use case is that we have multiple Whatsapp numbers in one brand (customer service, service/maintenance and sales). We cannot create additional brands just for routing the Whatsapp discussions to correct groups. There has to be an easier / more reasonable way?
1
Pedro Rodrigues
Hi Arno, the only solution I know of is creating a web service to identify the integration ID via Sunshine Conversations and then tag the ticket (with a specific tag per WhatsApp number). You can then create a custom drop-down field with your 'received at' WhatsApp numbers, and that populates based on the tag added (i.e. the specific WhatsApp number), for example.
But I do agree there could be a "native" way to do this, regardless of brands (i.e. you can have multiple brands, each brand having multiple numbers).
Here's hoping there's an easier way in the future.
2
Arno (EMEA Partner)
Hi Pedro, Thanks for the tip. Unfortunately this would not suite us either now, and is far too complex, but I might consider this with some other case.
Hopefully we will see development on this soon, so that one can assign group based on the number, either by Chat or Support Triggers, or maybe in the Whatsapp channel / number settings.
Seems like a very basic requirement, so probably this would benefit many organizations using Zendesk.
1
Christy
Even follow the below setup, the whatsapp messages still broadcast to all agents, not the specific group in the trigger actions
Meet ALL of the following conditions
Actions
Group is =
0