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Requester Not Recognized in WhatsApp Tickets

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Victoria Jessica

Publicado 22 de mar. de 2025

Question

When a user messages through WhatsApp, they are not automatically associated with the existing user profile in Support that has the same email or phone number. Why are the users not correctly identified?

Answer

The first time a user messages through WhatsApp Zendesk will create a new user, even if their email or phone number is already associated with an existing user.

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We need a further explanation of why this happens. Is it due to regulations from WhatsApp or Zendesk?

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