WhatsApp/Messaging Agent Work Space

10 Comments

  • Kerry

    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

    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

     

    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

    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

    Hello Kerry!

    Got a solution to this problem?

    If so, please share. 😊

     

    0
  • Kerry

    Felipe

    1. If you require routing to specific groups, based on language you need to set up brands for this requirement. For example. UK Social, DE Social etc
    2. You then associate the relevant brand to the WhatsApp account you are connecting in the Admin Center > Channels > Messaging 
    3. The group you are wanting to route the WhatsApp conversations to also needs to be enabled as a department in chat. Note, if you do not want the department to be displayed, you will need to apply code to suppress the departments from appearing to end-users.
    4. A trigger in support is then set up as per below. This will ensure the WhatsApp messages are only presented to that group/department via conversations

    Meet ALL of the following conditions

    • Ticket is created
    • Brand is =
    • Channel is WhatsApp

    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
    Community Moderator

    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

    • Ticket is created
    • Brand is =
    • Channel is WhatsApp

    Actions

    Group is = 

    0

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