Outbound Messaging via Whatsapp



  • Official comment
    Stephanie Langlois
    Zendesk Product Manager

    Hi James Clark,

    For outbound messaging on WhatsApp, you will want to leverage Sunshine Conversations APIs. You can use the notification API to send outbound messages to any of your contacts/customers that have opted in to updates. Alternatively, if you already have an ongoing conversation with your client, you can use message templates to contact them even 24h after their last response. For more information on Sunshine Conversations or how to get started with it, please contact your Account Executive.

  • Juankibcn

    Sunshine is only for big companys.
    For a little company as us, Sunshine is unaffordable. Too expensive.
    Zendesk don’t help little projects

  • Aisyah Zahariman

    Hi @stephanielanglois, is it possible to send outbound messages from Whatsapp template to customers if it's agent initiated? (e.g. Customer submits a ticket from Help Centre and agent send an outbound message via Whatsapp)

  • Dane
    Zendesk Engineering
    Hi Aisyah,

    It's not possible for the ticket channel should be from WhatsApp and not other channels.
  • Aisyah Zahariman

    Hi Dane,

    Thanks for the reply. 


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