Sending IM Whatsapp Message from Desk Ticket and Contacts Page - Mobile| Android

Sending IM Whatsapp Message from Desk Ticket and Contacts Page in Android

WhatsApp is the world's most widely used instant messaging (IM) service app, with nearly three billion users. Integrating it with the help desk significantly enhances support agents' ability to manage customer requests in real-time through the most preferred mode of communication.  Learn more about integrating WhatsApp with Zoho Desk
When integrated with WhatsApp, the agents can message or reply to the customers directly from the Ticket Detail Page and Contact Page using the WhatsApp icon instead of navigating to  the Instant Messaging (IM) module. This helps the agents to quickly initiate personalized conversations with customers by selecting a pre-approved WhatsApp message template aiding in timely and consistent resolution of tickets.
Notes
  1. Only the fields Mobile and Phone in the ticket layout will be accepted for sending WhatsApp messages. Any other custom fields carrying phone numbers will not be recognized.
  2. Only the phone numbers with the country code are valid to send WhatsApp messages; numbers without the country code will be considered invalid.          

Sending WhatsApp messages from the ticket detail page and contact page

Ticket detail page

  1. Open the desired ticket.
  2. Tap the Hamburger menu  icon to view the ticket properties.
  3. Under Contact info, click the WhatsApp icon near the number with the country code. 

Contact detail page

  1. Open the desired contact.
  2. Click the WhatsApp icon.

  3. Select the number with the country code. 



To send the WhatsApp message

  1. Select the desired Department, WhatsApp Channel, and Message Template. 


      2. View the Message Preview. 
      3. Click Send. 



Once sent, the user will see the following pop-up: 


Notes
In the mobile app, the template messages can only be viewed. The messages can only be created in the web application. 

Sending mass messages from the tickets page

Agents can send WhatsApp messages to the contacts in tickets at a scale. Performing mass actions across records will help agents complete tasks in minutes that would otherwise take a considerable amount of time. For example, agents can send any promotional message to all the contacts in the tickets without much hassle. 
Notes
Mass actions can be performed ONLY on less than 50 records.

To send mass WhatsApp messages from the tickets page

  1. Open the Zoho Desk app.
  2. In the tickets page, select more than one ticket. 
  3. Tap the More icon and select WhatsApp Message. 
  4. Select the desired Department, WhatsApp Channel, and Message Template.
  5. View the Message Preview. 
  6. Click Send.