The latest WhatsApp integration enables businesses to expand even more their support channels. Because there's always room for improvement, so here are a couple of suggestions for the Product team :-)
1. Restrictions per Role/Group/Brand
The WhatsApp widget on the top-right corner of the Zendesk interface can be available for all agents: it shows "Your tickets" (my assigned WhatsApp tickets) and "Unassigned tickets".
While the former is useful for agents to follow-up on their own tickets, the latter can be difficult to manage for accounts with multiple Groups and especially Brands.
Because the app doesn't allow to configure any Brand/Group restrictions for the Unassigned ("agent sees only unassigned in their groups" for ex.), we risk massive collision and incorrect assignments (we have nine brands and dozens of groups).
Our only solution for the moment is to restrict the app so that agents don't see it.
2. Delivered/Read/Unread message statuses
I realize this might be on Facebook/WhatsApp's side, but it would be nice to have the message delivered, read, and unread statuses available in Zendesk.
This way we could improve our "bump-bump-solve" workflows for this new channel.
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