Hello,
we already have customer with the habit to call us on whatsapp. Using Zendesk, I was aiming to redirect text messages into a ticket.
However, the fact this will block the possibility to receive calls is bloking me on implementing this feature.
This means that everytime a customer contacts us with a zendesk message, we will need to manually enter the message into zendesk and follow up by e-mail.
It is a real shame.
Does other people have the same scenario?
We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Wednesday, September 20, 2023, at 11 AM CDT, for our PM Roundtable on Messaging End-user Experience. It’ll be an open discussion on what is and isn’t working for you in this focus area of Zendesk. So please bring those questions, concerns and feedback because we want to hear from you! The link to register can be found here, we’d love to see you all there.
Best regards,
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It's still the problems when integrated to Zendesk the call from WhatsApp's always gone. this is bad solution for using Zendesk.
Hey there!
WhatsApp has not yet made voice calls available via the API. We are hopeful that they will introduce this in the near future (2024) and are actively collecting customer feedback to understand how our customers plan to incorporate this new feature into their workflows. Once available via Whatsapp's API, we will be able to start building out support for this feature within Zendesk. Please be sure to speak to your AE about your interest, it is very valuable to us.
@leak Do you mean that when you're trying to verify your WhatsApp integration via voice call you're not receiving the PIN?
There are a few ways for us to help troubleshoot this including opening a ticket with WhatsApp to have them send the call through an alternate PIN provider. Please reach out to our Customer Advocacy team and they will be happy to help.
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