Integrating WhatsApp Messaging with Zendesk

Hi, this is Charu from Classmethod. Today is the twelth day of Classmethod's Zendesk Advent Calendar.

Here are two important links for you to refer,

Class method Zendesk Advent Calendar 2023 article list | DevelopersIO

Class method Zendesk calendar | Advent Calendar 2023 - Qiita

Integrating WhatsApp with Zendesk can provide a seamless communication channel that aligns with your customers' preferred messaging app. In this blog, I will give an overview on how to integrate Zendesk with WhatsApp.

Let's get started!

To get started, ensure you have a Zendesk account with admin rights.

Navigate to the ‘Admin Center’ in Zendesk, and under the ‘Channels’ section, find and select ‘Messaging’.

Follow the prompts to connect your WhatsApp Business account to Zendesk.

Customise your WhatsApp settings in Zendesk to align with your brand's communication strategy. To know more about the brand name regulations, see this document. It will ask you to authenticate you facebook profile.

After linking your WhatsApp Business account, verify your WhatsApp number through the Zendesk interface.

I cannot demonstrate the actual creation as I don't have any new number now but I will walk you through the creation process :p

But after finishing the setup and clicking on "Done", you will come back to the Admin Center WhatsApp window and choose the number you would like to activate. It will take some time for the number verification.

Choose a name for you WhatsApp channel and then click on Add Channel. Adding the channel may take up to 5 minutes as Zendesk sets up hosting for your new number. When the channel connects successfully, a Channel added message appears.

After creating your channel, you can enter your business profile details as shown below.

Create automated responses to frequently asked questions received via WhatsApp.

You can even add your customised bot. To create automated bot, you can refer this blog.

Conclusion:

By following this hands-on guide, you can set up and optimize WhatsApp messaging within Zendesk, creating an efficient, personalised, and compliant communication channel. As you refine your WhatsApp messaging strategy, continue to explore Zendesk’s features to elevate your customer service to new heights.

Thank you for reading!

Happy Learning:)