We are using whatsapp as a channel for support requests but found out that it does not support templated messages so you can not reply if the 24hr limit set by whatsapp has passed. I was told the only way was to purchase an Conversations license? Which is excessive!
It makes using whatsapp channel very hard to use for support as sometimes issues take longer than 24hrs to respond, or if a message is sent out of hours such as weekend it may not be seen until the next business by which time its too late. For some new customers we don't have an email so have no other means, unless we call them. Is it not possible to support a small number of templates for use in ticket responses? Previous to zendesk we used messagebird where we had a template like 'We have an update for your support query, please reply yes to get more information'. which worked well when we needed to use it.