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Outbound Messaging via Whatsapp

Related products:Chat
  • April 24, 2023
  • 8 replies
  • 1 view
James13

We've just integrated Whatsapp into Zendesk for the first time. Our Clients/Agents were already heavily using Whatsapp to communicated and we wanted visibility of this workload in Zendesk.

Inbound messaging is working fine, but since the Zendesk integration we are now no longer able to reach out to our clients via Whatsapp. We are having to either email or call them.

I understand that outbound messaging via the web widget doesn't make sense, but for whatsapp this really should be an option, just as sending an outbound email to a client is possible, sending an outbound whatsapp to a client should be.

    8 replies

    Stephanie13
    • Stephanie13Product Manager
    • Product Manager
    • April 28, 2023

    Hi @james13,

    For outbound messaging on WhatsApp, you will want to leverage Sunshine Conversations APIs. You can use the notification API to send outbound messages to any of your contacts/customers that have opted in to updates. Alternatively, if you already have an ongoing conversation with your client, you can use message templates to contact them even 24h after their last response. For more information on Sunshine Conversations or how to get started with it, please contact your Account Executive.

    Juan11
    • Juan11
    • May 15, 2023

    Sunshine is only for big companys.
    For a little company as us, Sunshine is unaffordable. Too expensive.
    Zendesk don’t help little projects

    A
    • Aisyah
    • December 9, 2023

    Hi @stephanielanglois, is it possible to send outbound messages from Whatsapp template to customers if it's agent initiated? (e.g. Customer submits a ticket from Help Centre and agent send an outbound message via Whatsapp)

    Dane13
    • Dane13Employee
    • Employee
    • December 12, 2023
    Hi Aisyah,

    It's not possible for the ticket channel should be from WhatsApp and not other channels.
    A
    • Aisyah
    • December 12, 2023

    Hi Dane,

    Thanks for the reply. 

    Kelly25
    • Kelly25Product Manager
    • Product Manager
    • March 5, 2024

    Hi all - 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 all 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!

      T
      • Trevor19
      • Newcomer
      • February 26, 2026

      If we're communicating with a customer via email and the customer requests to be contacted via WhatsApp, how can we initiate the WhatsApp conversation with the customer?

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