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.

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.
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

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

Contact detail page

Open the desired contact.
Click the WhatsApp icon.
Select the number with the country code.

To send the WhatsApp message

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:

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.

Mass actions can be performed ONLY on less than 50 records.

To send mass WhatsApp messages from the tickets page

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

Create. Review. Publish.

Write, edit, collaborate on, and publish documents to different content management platforms.

Get Started Now

Access your files securely from anywhere

Zoho CRM Training Programs

Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

Redefine the way you work

with Zoho Workplace

Start your free trial

Zoho DataPrep Personalized Demo

If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

Create, share, and deliver

beautiful slides from anywhere.

Get Started Now

Zoho Sign now offers specialized one-on-one training for both administrators and developers.

BOOK A SESSION

Zoho Workerly Home
Forums
Connect With Us:

Zoho Recruit Home
Forums
Connect With Us:

Start tracking your website metrics today

Use PageSense to understand what your visitors are looking for, how they are behaving, and where they are facing problems on your website.

Ready to improve your website's performance?

Install the PageSense code snippet on your site in a matter of minutes and start collecting in-depth data about the website visitors to grow your business.

Track and measure every business goal

Set up goals in PageSense to measure every single action performed by visitors on your website like button or link clicks, form submissions, and page engagements.

Understand the customer journey on your website

Create funnels in PageSense to quickly see which pages visitors use to enter your website, where they navigate to next, and which pages they decide to leave without converting.

Visualize your visitor's behavior with color codes

Set up heatmaps in PageSense to see where users have clicked more, how far they've scrolled, and on which parts of a page they've spent the most time using color-coded patterns in reports.

Measure customer engagement with your web forms

Use form analytics in PageSense to see how people interact with different fields in your form, whether they complete the form successfully or not, and where exactly they drop out on your form.

Record real visitor interactions on your website

Use session recordings in PageSense to watch a video of all the visitor actions performed on your website including the pages they navigate, the buttons they click, the UX issues they face, and more.

Test and optimize webpages for better conversions

Run A/B or Split URL tests in PageSense to figure out which version of your web page works best for your business and results in the best conversion rate.

Give each customer a unique website experience

Use personalization in PageSense to deliver customized versions of your website for every individual customer based on their demographics, local weather, browsing history, and more.

Grow your business through customer feedback

Run polls on your website using PageSense to understand what your customers think about your products/services and what needs improvement on your site.

Send timely updates that customers love

Use web push notifications in PageSense to schedule and notify your customers about an upcoming flash sale, product releases, promotional coupons, and a lot more that can spark conversions on your website.

Advertise your business to website visitors

Use pop-ups in PageSense to instantly grab the attention of visitors by showing attractive signup offers, coupon code discounts, or email newsletters that can eventually convert them into subscribers.

Access more advanced settings in PageSense

Use PageSense's advanced features like creating mutually exclusive groups, enabling cross-domain tracking, configuring customized project JS, and more to get deeper insights about your website.

Try easy-to-use extensions

Download the PageSense extension app available for your web browser with a few clicks and start collecting all of your required website metrics in real time.

Discover your favorite integrations with PageSense

Get a deeper look at your website's data by seamlessly integrating PageSense with a host of popular third-party apps like Google Analytics, Mixpanel, Intercom, and more.

Quick Links	Workflow Automation	Data Collection
Web Forms	Enterprise	Online Data Collection Tool
Embeddable Forms	Banking	Begin Data Collection
Interactive Forms	Workplace	Data Collection App
CRM Forms	Customer Service	Accessible Forms
Digital Forms	Marketing	Forms for Small Business
HTML Forms	Education	Forms for Enterprise
Contact Forms	E-commerce	Forms for any business
Lead Generation Forms	Healthcare	Forms for Startups
Wordpress Forms	Customer onboarding	Forms for Small Business
No Code Forms	Construction	RSVP tool for holidays
Free Forms	Travel	Features for Order Forms
Prefill Forms	Non-Profit
Intake Forms	Legal	Mobile App
Form Designer	HR	Mobile Forms
Card Forms	Food	Offline Forms
Assign Forms	Photography	Mobile Forms Features
Translate Forms	Real Estate	Kiosk in Mobile Forms
Electronic Forms
Drag & drop form builder
Notification Emails for Forms	Alternatives	Security & Compliance
Holiday Forms	Google Forms alternative	GDPR
Form to PDF	Jotform alternative	HIPAA Forms
Email Forms	Formstack alternative	Encrypted Forms
	Wufoo alternative	Secure Forms
	Typeform	WCAG

MCP Tool Guide MCP Changelog

What's new

Blogs

Community

Zia

API resources

Pricing

Integrations

Town Hall

Custom Apps

Centralize Knowledge. Transform Learning.

All-in-one knowledge management and training platform for your employees and customers.

Access Zoho Learn

Quick Links

New to Zoho Writer?

Signup Now

Zoho Writer

What's new

Help Guide

Blogs

Forums

Webinars

API

Developers

Build Extensions

Create. Review. Publish.

Write, edit, collaborate on, and publish documents to different content management platforms.

Get Started Now

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

Zoho Pagesense Resources

You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.

New to Zoho Survey?

Access Zoho Survey

Latest Feature Updates

Explore our Pricing & Plans

Zoho Survey Resources

Android Mobile Surveys

Insurvey Blogs

Insight Blogs

Tips & Tricks

New to Zoho Social?

Manage your brands on social media

Access Zoho Social

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day
Ask the Experts

Zoho Sheet Resources

New to Zoho Forms?

Latest Feature Updates

Explore our Pricing & Plans

Zoho Forms Resources

Secure your business

communication with Zoho Mail

Get started

Mail on the move with

Zoho Mail mobile application

Go Mobile

Stay on top of your schedule

at all times

Get started

Carry your calendar with you

Anytime, anywhere

Get started

Latest Announcements

New to Zoho Sign?

Zoho Sign Resources

Sign, Paperless!

Sign and send business documents on the go!

Get Started Now

Zoho SalesIQ Resources

New to Zoho TeamInbox?

Zoho TeamInbox Resources

Connect with us

New to Zoho ZeptoMail?

LEARN MORE

Latest Feature Updates

Zoho DataPrep Resources

New to Zoho DataPrep?

Access Zoho DataPrep

Zoho DataPrep Demo

Get a personalized demo or POC

Design. Discuss. Deliver.

Create visually engaging stories with Zoho Show.

Get Started Now

New to Zoho Workerly?

Access Zoho Workerly

New to Zoho Recruit?

Access Zoho Recruit

New to Zoho CRM?

Signup Now

Access Zoho CRM

Latest Feature Updates

New to Zoho Projects?

Access Zoho Projects

New to Zoho Sprints?

Access Zoho Sprints

New to Zoho Assist?

Access Zoho Assist

New to Bigin?

Signup Now

Access Bigin

Latest Feature Updates

Related Articles
Sending IM Whatsapp Message from Desk Ticket and Contacts Page in iOS
WhatsApp is the world's most widely used instant messaging (IM) service app, with nearly three billion users. Integrating it with your help desk significantly enhances support agents' ability to manage customer requests in real-time through the most ...
Managing the Contact Detail Page in iOS
Viewing contact information The agents can view basic information of a contact like first name, last name, email, created time, layout, contact owner. If the customer is mapped to CRM, then the CRM info tab will display the contact's CRM information. ...
Actions in the Ticket Detail Page
Availability Permission required Users with placeholder permission in their profile can access this feature. &amp;amp;amp;amp;amp;amp;lt;br&amp;amp;amp;amp;amp;amp;gt; Once a ticket is assigned to an agent, there are several actions they need ...
WhatsApp Message Templates User Guide
What is a Message Template? A WhatsApp Message Template is a pre-approved customized message that is used to send notifications to opted-in customers. To start using the Message templates, you must first submit the messages to WhatsApp and get them ...
FAQs: Ticket Management
1. What is a ticket and where does it originate from? Tickets are support requests that are submitted by customers. They contain the support conversations and other important details, such as priority, category, and status, that help agents ...