Auto-reply trigger for Whatsapp 24h rule | The place for Zendesk users to come together and share
Skip to main content
Nicola13
March 18, 2022
Question

Auto-reply trigger for Whatsapp 24h rule

  • March 18, 2022
  • 3 replies
  • 39 views

Hei,

I tried to create a basic trigger but I feel I am missing something and I could not solve it by reading the other questions in the community... at least, I could not get to a solution.

My talknumber is also the number for reciving WA messages in ZD - strictly Customer Service


Of course, there is the 24h issue and I tried to avoid it by implementing a quick trigger:

 

When the above contion is met, I expect  ZD to automatically send a message reply:

 

However, the trigger does not work.

 

Is it due to WA and I must wait an improvement or am I failing something?

Thanks for the support and sorry if the question is a duplciate.

Cheers,
Nico

    3 replies

    Eduardo12
    March 18, 2022

    As far as I understand, is because natively we don't have active messages for Whatsapp

     

    Employee
    March 20, 2022
    Hi Nicola,
     
    I would advise using a different condition for your trigger. You can check my screenshot below for reference:
     

     
    I would also advise using the native-built auto-responder. There's an auto-responder for social messaging tickets. You can check our article about it, here
     
    Thank you!
     
     
    Kind regards,
    Nicola13
    Nicola13Author
    March 21, 2022

    Hei!
    Thanks for your replies.

    I have tried your suggestion, DJ Buenavista Jr., the trigger works but I missed that it sends an SMS insted of a WA message. 
    Although I won't use it, thanks for the support!


    Sorry I missed the native auto-responder. That was a silly mistake of mine!

    The auto-responder is partially good: I would like to send customise time by work hours yes/not.
    Still, good to have it since it helps to takle some cases. Thanks!