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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

      Show previous replies
      A
      ADMIN14
      November 3, 2021

      Hi, can this be rectified yet? It is very odd that this works for most channels but whatsapp. 

      George28
      George28
      January 13, 2022

      Hi!,

      How is possible to enable Chat Bot using WhatsApp, I was able to create a Flow Builder but it seems it only works for Web chat. 

      Thanks for the help.

       

        Jeff46
        Jeff46Employee
        Employee
        January 19, 2022

        Hi George,

        Utilizing Flow Builder for Social Channels such as WhatsApp is currently available as an EAP. If you are interested, kindly go thru this article (Flow Builder support for social messaging) and sign up for the EAP.

          J
          Jessica11
          March 21, 2022

          Hi Team,

           

          I would like to know is there a way to customise the CSAT message in whatsapp? Currently customer has to manual insert GOOD or BAD (and only exact wordings would be count), is there a way to change it to something similar with the CSAT rating for messaging? Thanks

            Dane13
            Dane13Employee
            Employee
            April 7, 2022
            Hi Ashley,
             
            As of the moment we don't have this capability. There is also a similar request here. I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. 
              J
              Johannes14
              April 15, 2022

              Hey guys,

              why is the trigger "updated via Whatsapp" not working? I'd like to route a ticket to a specific group, based on keywords the customer is using in his initial message. But the trigger I set up doesn't fire. Why would you even offer the above trigger condition if it doesn't do anything?

              Best

              Johannes

                Brenda15
                Brenda15Employee
                Employee
                May 16, 2022
                Hi Johannes, 
                 
                To route tickets based on the channel they were created at and from the initial comments, you would need to use the condition "channel is Whatsapp" instead of "Updated via Whatsapp".  This would make sure that the trigger will fire upon ticket creation and if the ticket was generated via Whatsapp. 
                Thank you!

                 
                J
                James21
                June 28, 2022

                Hi,

                I have the same issue. My company wants us to use Whatsapp messaging but we will fall foul of the 24hr rule because we aren't in at the weekends. Without the ability to set triggers to give different messages depending on whether we are in or out of office hours this is not a viable solution.

                I can see there has been no response to this request since July 2021 - has there been any development on this?

                Is it possible to set the auto responder to state if we are in working hours or not and offer the customer different alternatives, such as 'open an email request' if out of hours or 'hang on and we'll answer you' if within working hours?

                Do we get in and out of hours placeholders for Whatsapp auto responders?

                 

                  Tobias17
                  Tobias17
                  July 27, 2022

                  Same here. The 24h rule is currently forcing our team to work on weekends or to frustrate our customers that will never get an answer. Are there any other best practice workarounds?

                    Erkin
                    Erkin
                    July 27, 2022

                    Hi,

                    If you are using smooch, by the help of proactive message templates on smooch, you may create automatic messages for out of office and may also send proactive apology messages to customers to continue the existing conversation / start a new conversation. You may directly contact  us through support@omnifactors.com . We may assist you as Zendesk Premium Partner.

                    Thank you.

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