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Auto Message Whatsapp

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Posted Nov 23, 2023

I am looking to create an automation that will send a message on WhatsApp to customers when our agent has not sent them an update within 2 hours.

So after 2 hours a message would be sent to the customer, for example :

"Hi x, apologies for the delay in updating you were are still working on your query and will be in touch with a resolution shortly."

 


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5 comments

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Kelly Danner

Zendesk Customer Care

Hello - We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on March 19th at 11:00am CT for our PM Roundtable on Outbound Messaging.

We’ll be joined by members of the Zendesk Labs product team for a discussion around features needed to support your outbound messaging use cases, including in what situations you might use outbound messaging with Zendesk, what features would be required to support those situations, and what some nice to haves would be. So please bring your questions, concerns, and feedback because we want to hear from you! The link to register can be found here. I'd love to see you there!

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Hello Jose, You can do it through some existing proactive messaging apps in the marketplace, or you can do it yourself using the Sunco API. In both cases, you must have a professional suite or higher. (Recommendation: go for an app)

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Thank you, any idea on which ones best ?

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Hello Joe, in the marketplace, you have several apps. You can try any of them in their trial version. I'm leaving you a link below for what I believe you need to do.

https://witalker.zendesk.com/hc/es-419/articles/20839603967763-Potencia-tus-notificaciones-a-trav%C3%A9s-de-WhatsApp

In the example from that URL, they use their own app's API to send messages based on X event. In your case, you have to use an automation that checks that after 2 hours in XX state or 2 hours without updates, it sends a message to the customer via WhatsApp. Analyze it; it's exactly the same concept.

Just keep in mind that these notifications use the famous Meta templates, and they do have a cost, albeit a minimal one. You can use marketing or utility-type notifications; the latter is a bit cheaper. I hope this helps;

I have it implemented this way, and it works very well.

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Shawna James

Community Product Feedback Specialist

Thank you so much for providing feedback on this area! In case you missed it, we wanted to make sure you saw the recording and event follow up from our most recent PM Roundtable. Please find the deck, recording, and follow up article here. Thank you again for your feedback and being an engaged Zendesk Community Member!

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