I don’t understand how Zendesk can perform so poorly with WhatsApp integration. This channel is meant to be dynamic, and the chat interface should reflect that. Here are some key issues:
• You can’t send voice messages natively.
• You can’t listen to voice messages without downloading them first.
• Sending proactive messages is problematic (Relay isn’t a great app for this), and relying on expensive third-party apps isn’t the right solution.
• When the 24-hour response window expires, there’s no notification for the agent to send a new proactive message—it just shows ‘failed to send.’
• You can’t see when a customer replies to a specific message (this feature is already available in Meta’s API).
Additionally, with Sunshine, building proper flows for WhatsApp isn’t possible— WhatsApp Flows functionality isn’t available, and carousels aren’t supported, even though Meta’s API now supports them.
I really believe Zendesk needs to revisit and improve its WhatsApp integration.
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!