Triggers and automations on Whatsapp

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

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.

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.

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.

+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.

@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.

+1

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

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.

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

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.

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.

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

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

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?

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?

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.

Hi everyone.

Same here. My company has a WhatsApp number which is impossible to send offline message that we could send before migration to Agent Workspace. I don't know what to say to the partner because it worked before but now it doesn't. 

I did not find the way, on the weekend I manually send messages to WhatsApp users who write to us to send us the email address to contact them by email on Monday.

At least give us the option to send on weekends a different welcome message.

This is a very big problem to us.

Thanks.

Maria

Hi everyone, 

Wanted to drop an update on this post. 

• Autoresponders for social messaging channels can be used to communicate business hours and set response time expectations with the end-user. 
• Out of office triggers can also be used , if the business hours differ for particular teams
• CSAT collection is supported for social messaging channels
• Flow Builder is available for social messaging channels. The business hour condition can be used to set expectation and take the users to a different flow. 

We plan to continue to invest in Triggers and Automations for messaging channels, including WhatsApp. Please use this thread to discuss / comment and provide feedback. 

- Prakruti

Have a scenario. When the Agent accept incoming WhatsApp message, we want it to send an auto response to the end-user or customer on who will be assisting them which is assignee name. for example : "Good day Requester Name, my name is  Assignee Name and will be assisting you today". But on WhatsApp. Yes on email, SMS this feature is there because we do have email action, text user action but we do not have WhatsApp action where we can use these trigger. Please look into it this specifically for WhatsApp incoming messages triggers  

You can definitely do it using the WhatsApp Connector by Respira. You can either make a Macro that would send a WhatsApp templated message, or use a trigger that would be triggered when a message is created by WhatsApp channel.

I don´t think you can avoid the 24h limit by Facebook if you don´t use WhatsApp templated messages.

Send me an email if you want to see it live in a Zoom meeting.

Hi,

When the chat is will atribuit to agent (in my company, we dont use the accept functionality), we need to have an automatically sending about the enter agent on chat, but this is it will work only for when the chat is atribuit. That's possible?