Triggers and automations on Whatsapp | The place for Zendesk users to come together and share
Skip to main content
A
Alan20
September 29, 2020
Accepted

Triggers and automations on Whatsapp

Related products:Support
  • September 29, 2020
  • 25 replies
  • 119 views

Hello,

 

Even though I have no problems creating tickets and automations that send a notification to the requester when the ticket comes via Facebook messenger, I cannot do the same if they come through Whatsapp.

Your support tells me it can't be helped at the time.

This is very inconvenient, since I can't establish automatic messages (via triggers) for messages that get received out of working hours, satisfaction rating request, and so on. I can only set one general automated message for all incoming Whatsapp texts we receive, which is not for specific purposes and doesn't help so much.

There doesn't seem to be a logical reason for notifications via trigger in Whatsapp not to work, please fix it.

 

Thanks.

      25 replies

      A
      Allan14
      October 9, 2020

      I'm looking for a way to implement an autoresponce with Whatsapp for Business and I see I'm hopeless.

      B
      Becky19
      November 9, 2020

      Hi! I am on the same page here.

      I would like to create notification automations using Whatsapp as the channel, so that my tickets that were initially created by end users on Whatsapp that have not been responded to within 24 hours do not close. The team doesn't work on the weekends so responding on time during these times makes it imporssible to reach out to them in time.

      Currently I can only set up an automation to send the customer an email, which changes the channel for the customer and can lead to a confusing / bad customer experience.

        T
        Thomas26
        July 6, 2021

        Hi! I'm also looking for a way to configure automated responses in WhatsApp tickets that are not answered after 12h to inform the user that their ticket is been transferred to email. Unfortunately, I see there is no way to configure delayed automatic replies to WhatsApp. This is really frustrating.

          B
          Beau12Employee
          Employee
          July 6, 2021

          Hello Thomas,

          You are correct, presently there does not exist the ability to produce messages via triggers or automations back to Whatsapp, only the ability to act upon tickets created via Whatsapp within the resultant ticket thread. While I don't have specifics on the potential possibility or introduction of such a feature, I'll mark your feedback from our product team in this regard.

           

            J
            Jorge30
            July 18, 2021

            SAME THING HERE! I need to trigger reply messages for whatsapp new tickets outside working hours. Also, we are planning on programming bot interaction for welcoming and auto group/department assignment.

            In my scenario, 90% of incoming tickets come from whatsapp integration, making this lack of features very significant.

            Already looking for an alternative platform...

            I suggest ZENDESK to take a look ASAP! I believe this shouldn't be a difficult development task for them.

              Cesar15
              Cesar15
              Newcomer
              August 10, 2021

              +1

              the only way I know to do this is using SunCo. This has a huge cost for the client, and requires a developer. Sending a Whatsapp notification when a ticket is received should be possible out of the box in my opinion.

              L
              Lisa47
              August 16, 2021

              @Thomas CAPIT

              Hi! I'm also looking for a way to configure automated responses in WhatsApp tickets that are not answered after 12h to inform the user that their ticket is been transferred to email. Unfortunately, I see there is no way to configure delayed automatic replies to WhatsApp. This is really frustrating.

              I completely agree with the above and wish to be able to do the same.

              Also, having just one autoresponder for a multilingual brand is not the most optimal thing. With triggers or automations, it would be possible to set up answers in different languages according to the requesters's language, whereas now we have a really long autoreply.

              It would be extremely helpful to be able to set up notification triggers and automations for WhatsApp.

                Erkin
                Erkin
                September 16, 2021

                +1

                P
                Prakruti HindiaProduct Manager
                Product Manager
                September 17, 2021

                Thank you everyone for providing feedback.

                1. Auto-responders - Accounts using social messaging in Agent Workspace should be able to setup automatic responses from Chat Triggers, when agents are offline. It will be similar to the  setup outlined here.

                2. Using Triggers for CSAT collection on WhatsApp is on our roadmap. It is coming very soon. Again, this will available only to accounts using social messaging in Agent Workspace.

                Feedback noted for the other scenarios outlined in the threads - sending followup messages , messages by language. We will take the feedback into consideration for the social messaging roadmap. 

                - Prakruti

                D
                Dayana11
                October 22, 2021

                Hi there.

                I'm having problems with WhatsApp.

                I have a trigger that read the comment and based on key works it should route the ticket to the right group. 

                When the ticket is created in Zendesk the ticket visibility is PRIVATE, and 15 minutes after change to PUBLIC. Only until this moment the trigger fires. So, this is a real problem for me because I'm taking so much time for attending the tickets. 

                I need help here.

                  Show more replies
                  Terms & ConditionsAccessibility statement