WhatsApp is the world's most widely used instant messaging (IM) service app, with over 2 billion users. The ubiquity of this app is reason enough for businesses of all sizes to look at it as a channel for customer support. If your customers frequently contact your business through WhatsApp, you'll find significant benefit in integrating your WhatsApp Business Account with your Zoho Desk portal.
By integrating the WhatsApp IM feature, your agents can view WhatsApp conversations within Zoho Desk and respond to them right away. This feature also facilitates the conversion of WhatsApp conversations into tickets for your agents to work upon.
What is an Embedded Signup?
Embedded Signup is a way for Zoho Desk to let you onboard to the WhatsApp Business API directly from our website. This embedded signup process reduces the onboarding time of new and existing customers from days to minutes. With embedded signup, you own your WhatsApp Business Accounts (WABAs) and share access to them with Zoho desk. This allows you to use your WABAs and seamlessly integrate with other Facebook experiences, such as ads that click to WhatsApp. Additionally, the signup process is simplified by having all the steps in a single flow, from connecting your Facebook and WhatsApp business accounts to verifying the business phone number. You can learn more about this in the Onboarding Process section.
Can I start messaging before completing the verification process?
Yes, you no longer need to wait to complete the business verification process to start testing the API. Once signed up, you will have access to a trial experience during which you can send business-initiated messages to two phone numbers, and have up to ten customer-initiated conversations for the first 30 days. This trial is only valid for the first verified phone number for each WhatsApp Business Account.
How much should I pay?
Zoho Desk manages the billing and credit line for your WABAs. That said, there is the new Conversation-Based Pricing model announced by WhatsApp. Click here to know about the new pricing model.
Prerequisites
The following are the prerequisites for integrating WhatsApp with your Zoho Desk account:
A Facebook Business Manager account
A verified business
A WhatsApp Business account
A registered phone number to access the WhatsApp Business API
If you have rebranded your domain (domain-mapped accounts), you must enable third-party cookies in your browser before starting the integration.
You cannot use WhatsApp phone numbers currently being used on other products. Only unused and registered phone numbers can be used for the integration.
The WhatsApp on boarding and integration flow is a four-step process. It will consist of linking your Facebook and WhatsApp Business accounts, creating your WhatsApp Business profile, verifying your WhatsApp Business number, and configuring WhatsApp as a channel. Make sure you have signed in to your Facebook account on the same browser.
1. Log in to your Zoho Desk account with Administrator privileges.
2. Click the Setup icon ( ) in the top bar.
3. Under Channels, click Instant Messaging.
4. Click Configure corresponding to WhatsApp on the Instant Messaging page.
5. Click Integrate on the WhatsApp page.
The Facebook authentication pop-up box will open.
6. Link your Facebook and WhatsApp Business Account:
Click Continue to link your Facebook account with Zoho Desk.
Click Get Started in the Chat to WhatsApp users window.
Click Continue on the Connect your account to Zoho Corporation window.
Select the Facebook Business account you wish to link, then click Continue.
Select the WhatsApp Business account linked to your Facebook Business account, then click Continue on the following screen.
Click Continue to Step 2.
7. Create your WhatsApp Business Profile:
Enter the WhatsApp Business Display Name that you will use to message customers and click Continue.
Make sure the display name meets the guidelines mentioned here.
Select your Business Category from the drop-down menu.
Enter a brief description of your business. The category and business description will both be visible to customers messaging your business.
Click Continue to Step 3.
8. Verify your WhatsApp Business Number:
Select an existing WhatsApp Business number or enter a new number to register. Note: You cannot register a number actively registered to either WhatsApp Messenger or the WhatsApp Business App.
Select a verification method of your choice. You can choose between Text Message or Voice Call.
Click Send Code.
In the following window, enter the 6-digit verification code received on your WhatsApp Business Phone Number.
Click Verify.
9. Configure WhatsApp Channel:
Back on the WhatsApp settings page, click Create Channel. Note: The number of channels you create cannot exceed the departments in your account.
On the Add Channel page, follow the below steps:
Upload an icon for the channel. Note: The icon size cannot exceed 1 MB and should be in the .jpg, .png, or .jpeg format.
Enter a name for the channel.
Select the WhatsApp phone number added under Step 3.
Select the department in which you want to receive messages.
Click Save.
10. You have now completed the setup process and are ready to use the trial experience.
Business Verification
During the unverified trial experience, you can only send business-initiated messages to two phone numbers, and have up to ten customer-initiated conversations for the first 30 days. After 30 days, you will no longer be able to send messages until you complete Business Verification and pass all WhatsApp checks.
In order to establish a fully-fledged instant messaging live conversation platform, you must get your Facebook Business Manager Account verified by providing all the necessary documents, including proof of legal entity and proof of access to the business. Only then will your expanded trial version be enabled, which allows a two-way conversation between you and a customer with 1500 customer-initiated messages. Please remember that a conversation is a 24-hour session of unlimited messaging with a given phone number.
WhatsApp Channel Statuses
Once you add a WhatsApp channel, its Edit page will indicate one of the following statuses based on your integration progress.
Status
Indicates
You are now in unverified trial experience. To start your extended chat experience, visit the Facebook Messenger account and get your business number verified soon.
You can use the unverified trial experience (sandbox) to send messages to test the functionality.
Oops, process failed! Click here for assistance.
Something went wrong while configuring your Whatsapp phone number and requires our intervention.
Hooray! Your Whatsapp Business Phone number is connected successfully.
Your Facebook Business Manager account has been verified and enabled with the expanded trial version.
Whatsapp business account rejected! The documents that were submitted for validation have been rejected.
Facebook rejected your Business account since it didn't meet the criteria they have determined. You must resubmit for verification after 35 days of the last submission.
Deactivating a WhatsApp Channel
You can deactivate a WhatsApp channel if you wish to stop sending or receiving messages in it. The channel's existing conversations will stay intact, and you can activate it again when required.
To deactivate a channel:
Click the Setup icon ( ) in the top bar.
Under Channels, click Instant Messaging.
Click WhatsApp on the Instant Messaging page. The channels created in your account will be displayed.
Turn off the toggle corresponding to the channel you want to deactivate.
Click Deactivate on the confirmation dialog box. The channel will be deactivated.
Delete a WhatsApp Channel
You can delete a WhatsApp channel if you wish to stop sending or receiving messages in it. The channel's existing conversations will stay intact, but the agents will not be able to respond, transfer or block the associated chats.
To delete a channel:
Click the Setup icon ( ) in the top bar.
Under Channels, click Instant Messaging.
Click WhatsApp on the Instant Messaging page. The channels created in your account will be displayed.
Then, click on the horizontal ellipsis at the right corner of your channel, followed by Delete Channel.
5. Click Yes, Delete on the confirmation dialog box. The channel will be deleted.
Once the channel is deleted, you will not be able to send or receive messages. Even though the chats are intact (read-only), the agents cannot transfer or block the existing chats. For the deleted WhatsApp channel, the configured business number will get de-associated, and the same number will be listed and can be used to re-configure for another channel.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Run polls on your website using PageSense to understand what your customers think about your products/services and what needs improvement on your site.
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.
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.
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.
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.
Why can't I send Canned Messages? The Auto-ticket conversion must be switched On. Why? Because the canned message contains placeholders from the Agents & Contacts module. Navigate to Instant Messaging > Preferences > Check_lists to Switch On the ...
If you've been using the WhatsApp channel to communicate with your customers, you're likely aware that every WhatsApp Business Account (WABA) needs a verified phone number specifically dedicated to that IM channel for the current WhatsApp Business ...
LINE Messaging App LINE is the fastest growing instant messaging app in the world, bringing agents closer to their customers and end-users. Send free messages and make voice calls or video calls anytime, anywhere. LINE is now available on a variety ...
How to configure a Phone Number for the WhatsApp Embedded Sign-up. The business phone number must be configured manually by adding the number on the Facebook Business Manager console and verifying it. Login here Once WhatsApp approves the phone ...
You can handle your customer questions instantly from a dedicated Business Messaging channel facilitated by Zoho Desk. This feature also allows businesses to communicate the latest trends, track their sales, and more. The Business Messaging user ...