Stephanie Langlois

Thank you for your interest in a TikTok Direct channel separate from the TikTok Shop integration currently available in our marketplace. While we don’t have a specific timeline for supporting this channel at the moment, we’re leaving this post open to gather more customer feedback. This will help us better understand who would use this channel and how, should we decide to implement it in the future.

I’ll be sure to post an update here as soon as we have a clearer idea of plans to add this to our channel list.

 

arthur honjo I've gone and updated the official comment on this feedback to reflect our current plans. This feature is not yet available.

What’s changing?

We want to inform our Zendesk customers using WhatsApp that Meta will be slowly rolling out changes to their WhatsApp pricing model. Most notably for many of our Zendesk customers, service category conversations will be free starting November 1st, 2024.

Later, starting July 1st, 2025 for Zendesk customers, Meta will be changing their pricing model further. This next change will move away from 24 hour conversations as the basis for pricing interactions and towards using Message Templates and their respective categories as the basis for pricing. As part of this change, Service category Message Templates will be free. Utility category Message Templates will also be free but only if sent during an open customer service window.

All details about these changes, Message Template categories and pricing per Message Template per region can be found on WhatsApp’s Business API Pricing Page.

What do I need to do next?

• The most important thing to do is be aware of this change and take the time to understand how it may impact your business and budgets.
• If you only use WhatsApp for inbound use cases, you will see a decrease in your WhatsApp Usage invoice for Q4 2024 onwards.
• If you use Message Templates via macros, the Sunshine Conversations APIs, through our Relay app or any of our 3rd party outbound WhatsApp apps, please review the category assigned to your templates to best understand the impact to your business. 
  • You can do this by navigating over to your WhatsApp Business Account and selecting the Message Templates option in the right side of your screen. 
  • If you do not have access to your WhatsApp business account through the Meta Business Manager, you will need to request access from the admin appointed within your company. 
• If you have any questions or concerns about how these changes may impact your business, our Zendesk Advocates are here to help. 
  • Please note that we do not have additional tools available to estimate the future costs of your WhatsApp usage and ask that you use what’s available under the Insights section of your WhatsApp Business Account Management tools. There you can see your current usage along with the category applied to the conversation and the region in which that conversation occurred. 

As a reminder, unless you have specific arrangements with Meta to get invoiced directly by them, all charges are first sent to Zendesk and are then passed through and invoiced by Zendesk to our customers on a quarterly basis.

We would like to inform our users that, as of January 6th, 2025, the Help Scout Integration with Sunshine Conversations will be officially deprecated. This decision was take due to a lack of a adoption and should therefore only impact a select few clients.

Here’s what you need to know:

• End of Support: After January 6th, 2025, the Help Scout Integration will no longer be available or supported.
• Alternative Options: The features support by the Help Scout integration are all available in Zendesk. Alternatively, we still have a number of other integration you may wish to explore in our Marketplace.

If you need assistance or guidance on alternative tools, our support team is here to help with any questions or concerns.

Updated: Thank you all for taking the time to request this functionality. We currently have work around this planned to start in Q1 2025 with work wrapping up before the end of H1 2025. Thank you for your patience.

 

Hi Maria, you can edit the button text completely. Therefore, we recommend you edit the text to Spanish and then embed that snippet on your Spanish pages.

Hey there,
We really appreciate the feedback and we agree that this enhancement would benefit a lot of our customers. As such I have been working through how we support reactions in general on social channels both around reducing unnecessary tickets and around including important context. I don't have an ETA for this work at the moment but just want to let you all know it's on our radar and we agree with the importance of the issue as highlighted in this post and it's comments.

In the meanwhile, particularly when it comes to tickets only containing an emoji, a bot could really help. Using a bot as a first responder would prevent these tickets from getting created in Agent Workspace.

Issue symptoms

Sometimes my agents receive the error an unsupported message type was sent by user when they work with Instagram Direct tickets.

Resolution steps

When an end user sends an unsupported message type through Instagram Direct, this error will display on the agent interface in Zendesk.

For example, if the user sends two or more pictures in a single message, this error will display in Agent Workspace. Instagram only supports delivering messages including one image at a time.

To solve the issue, advise your agents to check back with the customer and inform them to send one image at a time or to provide a different type of file.

For more information, see these articles: Adding and configuring Instagram Direct.

Hey there, I just wanted to drop a link to this article which can help you learn how to make use of Message Templates in Agent Workspace. https://support.zendesk.com/hc/en-us/articles/5869718332954-Using-WhatsApp-template-messages-to-bypass-the-24-hour-rule