Integration with Whatsapp

Completada

97 Comentarios

  • Maxime
    Acciones de comentarios Permalink

    Hi Jérémie

    Our stance remains the same (for Zendesk). Until WhatsApp and Facebook offer an official, maintained, approved way of building business level integrations with WhatsApp we will not allow any of those integrations to be listed on our Marketplace.

    All solutions you can currently find in the market are, we believe in violation of WhatsApp Terms Of Service and using them, unfortunately, puts you in that category. This is our interpretation, we understand some ISVs out there will disagree.

    We are working closely with Facebook on a lot of other subjects and are monitoring this subject very closely, rest assured that we will post something here if anything changes!

    Hope this is helpful!

    Maxime

     

    0
  • Maxime
    Acciones de comentarios Permalink

    Hi Jérémie,

    Il ne faut pas toujours croire ce qu'on lit dans les journaux :) 

    Joke aside, you're right, but that article still doesn't apply to having a publicly documented and supported API to get messages in and out of WhatsApp.

    Being allowed to use it as a business doesn't authorize you to use undocumented reverse-engineered APIs to access WhatsApp messages.

    We'll keep you posted on this thread once that's a thing.

    Merci et bon week-end!

    Maxime

    0
  • Kostyak
    Acciones de comentarios Permalink

    +1 for adding Whatsapp to Zendesk for customer support!

    0
  • Leonardo Elizeche
    Acciones de comentarios Permalink

    Hi there
    Ongair is not working cause whatsapp block ur phone number l

    0
  • Evan Tahler
    Acciones de comentarios Permalink

    What'sApp is huge in LATAM. Bigger than Facebook or Twitter as an inbound channel.  Adding my vote here.   

     

    0
  • Mario Sebok
    Acciones de comentarios Permalink

    Has anyone used https://chat2desk.com/en/ and can give feedback on Whastapp support channel & Chat-bot features? 

    0
  • Mario Sebok
    Acciones de comentarios Permalink

    Only found 6 Options of Customer Service Platform integration with Whatsapp / FB Messenger (5 without Sales-force integration).

    1) www.chat2desk.com

    2) www.zendesk.com/chat/message/

    3) www.casengo.com

    4) www.ongair.im

    5) www.bagachat.com

    6) Integrate WhatsApp with Salesforce https://inteygrate.com/whatsapp-salesforce-integration/ known issues https://stackoverflow.com/q/43907780/8564956?sem=2

     Any feedback / recommendations on these?

    0
  • Victor Saldarriaga
    Acciones de comentarios Permalink

    We have had a working integration with WhatsApp for +2 years.

    www.b2chat.io

     

     

     

    0
  • Andrew J
    Acciones de comentarios Permalink

    Any update on this? Our LatAm team report that 80% of support requests are coming through WhatsApp.

    0
  • Nicole - Community Manager
    Acciones de comentarios Permalink

    Hey Andrew -

    The answer from the Product Manager as of October is that WhatsApp has yet to open up a public API, so we do not have the ability to build any sort of integration at this point in time. 

    0
  • Wouter van Gessel
    Acciones de comentarios Permalink

    Dear Zendesk,

    The need for Whatsapp is getting more and more in Europe.

    • Can you please do some research within Europe as well?

    I understand that Whatsapp might be used differently in the US, but in Europe it's widely used by larger companies to support their customers these days.

    The answer from the Product Manager states that there is no public API, however there are many other Support Systems (competitors from Zendesk) that do have Whatsapp-integration. If they have no API, your Product Managers might be able to get in touch with Whatsapp to find a way to connect.

    Thank you.

    0
  • Andrew J
    Acciones de comentarios Permalink

    @Wouter - I'd love to see this too, However, as I understand it, the use of the WhatsApp api (non-public) breaches the WhatsApp terms - that is why this is not done by any major players.  Other integrations are on shaky legal ground I believe.

    Would you like to specify a few that are currently available and working?

    0
  • Wouter van Gessel
    Acciones de comentarios Permalink

    Hi,

    Not sure how competitors of Zendesk have Whatsapp integration. That's up to Zendesk to find out. It would be a great USP for Zendesk to be the first of the major players to support Whatsapp integration.

     

    A post on the Freshdesk community says it well: 

     

    I just came back from the Netherlands, and it's amazing to see most stores already offer whatsapp support and not    only that, people are using it like crazy (some stores do 10 to 20% of their support over whatsapp now, in 1-2 months time).

    I hear it's already very big in latin America and Asia as well. Here in Germany, I also see it's coming up. Therefore I think it would be great to get this into native Freshdesk asap. Thanks!

    ----

     

    That was 2 years ago, today all major companies have Whatsapp as a support channel, two examples: 

     

     

    0
  • PROnatur24
    Acciones de comentarios Permalink

    Is there still nothing new about integraton von WhatsApp into Chat? Unbelievable. Is the issue for this an API of WhatsApp or from Zendesk?

    Found this:
    https://blog.cloudrail.com/whatsapp-api-how-to-use-the-whatsapp-chat-api/

    And it seems they have done the miracle:
    www.b2chat.io

    0
  • Wouter van Gessel
    Acciones de comentarios Permalink

    Hi guys,

     

    I actually found some articles that Whatsapp is allowing a few pilot companies to work with Whatsapp Business with a "Verified business account".

    KLM is the first airline to work with them, it would be great for Zendesk to be the first ticketing system to work with Whatsapp.

    See the FAQ of Whatsapp: https://faq.whatsapp.com/general/26000052?lg=en&lc=US 

    0
  • Lucas Flohrschuetz
    Acciones de comentarios Permalink

    Come on, Zendesk. Make it happen. 

    The demand is so high that dubios services like this exist: http://whatsapp-zendesk-integration.blogspot.de/

     

     

    0
  • Nicole - Community Manager
    Acciones de comentarios Permalink

    Hey Lucas - 

    We're still waiting on a public API from WhatsApp. Until they release such a thing, we cannot build one. 

    0
  • Wouter van Gessel
    Acciones de comentarios Permalink

    If Zendesk would wait for the public API from WhatsApp, Zendesk would be a follower.

    The Dutch SkyTeam airline KLM already has an official integration with WhatsApp (see https://news.klm.com/klm-first-airline-with-verified-whatsapp-business-account/). If a large Dutch airline company can officially do this, why can't an American company like Zendesk knock on the door of WhatsApp to be the first large American support company with an integration?

    0
  • Nicole - Community Manager
    Acciones de comentarios Permalink

    Hi Wouter - 

    We'd have to know how and why they built that relationship and evaluate whether something similar would make sense for us, and that's a level of business strategy that goes beyond what we're able to speak to in the community. 

     

    0
  • Wouter van Gessel
    Acciones de comentarios Permalink

    @Zendesk: There is an official link for the WhatsAppBusiness pilots. Can you make sure your product team knows about this?

     

    https://www.whatsapp.com/contact/

    https://www.surveymonkey.com/r/WhatsAppBusiness

    0
  • Nicole - Community Manager
    Acciones de comentarios Permalink

    Hey Wouter - 

    Yes, they're aware. 

    0
  • André Gabriel
    Acciones de comentarios Permalink

    Its about time zendesk team! We as your clients are becoming frustrated and are looking to other companies. You're loosing your customers.

    0
  • Nicole - Community Manager
    Acciones de comentarios Permalink

    Hey Andre et all - 

    There still is no publicly available API from WhatsApp for us to work with. Other companies have made non-official integrations, but those could stop working at any time if WhatsApp makes a change. Therefore, we are holding off on devoting developer resources until an official API is available to us. 

    0
  • Nicole - Community Manager
    Acciones de comentarios Permalink

    Until WhatsApp and Facebook offer an official, maintained, and approved way of building business level integrations with WhatsApp, Zendesk will not be developing an integration. 

    We are monitoring what they offer, and will update this thread if and when we are able to move things forward. 

    In the meantime, this thread will be closed for further comments. You can still vote (and we do track the votes) to express your interest. If an opportunity for us to develop an integration arises, we will re-open this thread for feedback and conversation. 

     

     

    0
  • Nicole - Community Manager
    Acciones de comentarios Permalink

    Hi everyone! I have a very exciting update for you:

    Announcing the Zendesk and WhatsApp Integration

    This integration is currently in very limited release, but you can sign up to request an invitation to the limited access program.

    We'll continue to update this thread as more information becomes available. 

     

     
     

     

    0
  • Andrew J
    Acciones de comentarios Permalink

    Signed up now!

    0
  • Wouter van Gessel
    Acciones de comentarios Permalink

    @Nicole: Great news!

     

    In the early access program, there is a question "Do you have approved API access already?". 

    I don't see an explanation anywhere on the page. Which API access is this about?

     

    0
  • Jakub Glodek
    Acciones de comentarios Permalink

    I'll get that fixed. When we refer to "Approved API Access" that is approval to access WhatsApp's API. Some companies may have already participated in the Beta program with WhatsApp and already have access.

    Jakub

    0
  • Lucas Fernández Canedo
    Acciones de comentarios Permalink

    I CANNOT FIND THE INTEGRATION. WHERE IS IT ?

    0

La publicación no admite más comentarios.

Tecnología de Zendesk