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 preferred mode of communication. Learn more about integrating WhatsApp with Zoho Desk

When integrated with WhatsApp, 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 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 Mobile and Phone fields 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.

To send the WhatsApp message

Select the desired Department, WhatsApp Channel, and Message Template.
View the Message Preview.
Click Send.

Once the message is 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.

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