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WhatsApp Integration

Related products:Chat/Messaging
  • June 14, 2023
  • 2 replies
  • 6 views
Solomon11

Hi! I am currently on a Zendesk trial, using the WhatsApp integration, and am experiencing some limitations which I have some questions about:

1. Proactive messaging (Ie. WhatsApp broadcasts)- do broadcast messages have to be based on certain conversation conditions/triggers? I'd like to be able to broadcast messages to all users, on a regular (daily) basis, at will.

2. 24-hour time-out: I get locked out of replying to users who haven't messaged me within 24 hours. It looks like with the 'Sunshine Conversation' licence this restriction is lifted. (a) Am I right in thinking that with this licence I'll have to use pre-approved templates (due to the WhatsApp API)? (b) Can I get this licence as part of my free trial? 

3. I'd like to know more about the back-end data collection. I'd like to use a flowbot to give users options to select in the WhatsApp conversations that will be collated in the back end, which I'd like to be able to draw insights from and edit manually.

Thank you to anyone able to shed some light on these questions!

    2 replies

    Kelly Danner
    • Kelly DannerProduct Manager
    • Product Manager
    • March 5, 2024

    Hello - We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on March 19th at 11:00am CT for our PM Roundtable on Outbound Messaging.

    We’ll be joined by members of the Zendesk Labs product team for a discussion around features needed to support your outbound messaging use cases, including in what situations you might use outbound messaging with Zendesk, what features would be required to support those situations, and what some nice to haves would be. So please bring your questions, concerns, and feedback because we want to hear from you! The link to register can be found here. I'd love to see you there!

    Shawna James
    • Shawna JamesCommunity Manager
    • Community Manager
    • April 17, 2024

    Thank you so much for providing feedback on this area! In case you missed it, we wanted to make sure you saw the recording and event follow up from our most recent PM Roundtable. Please find the deck, recording, and follow up article here. Thank you again for your feedback and being an engaged Zendesk Community Member!

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