Send mass messages through WhatsApp from the Tickets module

Hi Everyone!

Effective communication is key to delivering prompt and reliable customer support. Because WhatsApp is one of the most widely used and familiar messaging platforms, it's an effective channel for agents to reach customers who have submitted tickets—especially with mass messaging.

Agents can select up to 50 tickets at once and send WhatsApp messages directly from the Tickets module. This helps support teams deliver important updates efficiently, especially during service disruptions or high-volume situations.

This enables the support team:

Communicate swiftly via a trusted and accessible platform.
Provide consistent updates to multiple customers simultaneously
Reduce response delays and enhance customer experience

Let's say a subscription service has many customers who opted to renew but were unable to access. The company received multiple tickets regarding the issue, and the agent realized that payment details were not being properly updated in the system, which caused the error where customers were unable to continue with the service.

While the issue was being solved, the agent used mass WhatsApp messaging from the Tickets module to reach out to the concerned users with a template message. The message explained the technical issue and clarified the next steps so affected customers could provide updated payment info and resume their subscription. This not only saved time for the agents but also ensured that all customers were informed of the situation promptly.

Points to remember:

The message will only be sent to the primary contact of the ticket.
The system will filter the contacts for format and duplicates, and send the message only to valid format and unique contacts.

The feature is now available for all users across US, EU, AU, IN, JP, and CA data centers. Kindly take a look at the help document for more details.

PM: @Ashok G

Regards,
Raveena
User Ed | Zoho Desk