Effortless communication with individual contacts via WhatsApp messaging

Dear Zoho Desk Users,

We have brought the option to send a WhatsApp message to a contact under the list of quick actions for ease of access. Now, agents can click the dropdown arrow next to the plus sign (+) from the top panel or use the keyboard shortcut "w+" from any location on the desk to send a WhatsApp message to a contact.

Important points to know:

Agents who don't have the permission to create contacts can send WhatsApp messages; however, a record will not be created in the module.
If the agent doesn't have the permission to view contacts, the Send WhatsApp message option will not be displayed.
If the agent has read-only permission for contacts, then the agent cannot edit the phone number to which the message is being sent.
If the agents don't have the permission to view the contact number fields, then attempting to send a message will display an alert about restricted field access.

In addition to sending messages, the quick action also allows agents to create a new contact.

Creating a new contact: Agents can enter the contact name and the number to which the WhatsApp message should be sent. A new record will be automatically created in the Contacts module.

This enhancement has been released and is available across DCs for all users. Please refer to the help doc for more details.

Regards,

Raveena Nair | Zoho Desk

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