Zoho Desk's IM migration to the WhatsApp Cloud API

Zoho Desk's IM migration to the WhatsApp Cloud API

The WhatsApp Cloud API can be implemented by businesses of any size, for free-of-cost messaging. In the past, Desk supported fewer than 30 messages per second. But with the migration to the WhatsApp Cloud API, we can now support up to 80 messages per second (including both text and media messages).

How does this benefit your business?

Migrating your messaging system to the cloud from our on-premises servers is a seamless process with minimal downtime. Customers can quickly integrate the WhatsApp Cloud API service and start communicating in just a few minutes. Simply follow the same embedded sign-up process to create a WhatsApp business account and link it with your phone numbers.

How can you access the WhatsApp Cloud API?

Follow the existing process for creating a channel and linking your business numbers to access the WhatsApp Cloud API. This process will ensure the free flow of incoming and outgoing messages for your businesses, as you've come to expect using our existing on-premises service.

Can you use both the on-premise and cloud services?

No, you cannot use the same business number for both on-premises and cloud messaging. Once, the multi-number support is enabled for the existing customers, all numbers belonging to your organization should be linked to either the on-premise server or the cloud API.

Does the migration benefit support agents?

Yes, it improves their productivity almost twofold. In the past, customers were managing WhatsApp messaging services on separate engagement channels. With this switch, they can manage all contact on a single platform.

Is this migration cost effective?

Yes, migrating to a cloud service is highly flexible and productive. Ultimately, this improves your organization's stability, and saves money.

Will you experience any changes to IM?

Dedicated servers are no longer needed for WhatsApp, and the service is maintenance free. Further, all business management APIs are not impacted, as they will be monitored on the Meta Graph APIs.

Note: The Cloud APIs include Templated Message CRUD operations. 

What features are supported on the IM Module?

Feature

On-Premises

Cloud API

1. Text messages (incoming/outgoing)

2. Image messages (incoming/outgoing)

3. Video messages (incoming/outgoing)

4. Document messages (incoming/outgoing)

5. Audio messages (incoming)

6. Static locations (incoming)

7. Sticker messages (incoming)

8. Sticker messages (outgoing)

9. Contacts

10. Message status updates (read notifications)

11. Message templates

12. Canned messages

13. Profile picture (view)

14. Profile picture (update)

15. Profile about (view)

16. Profile about (update)


    Zoho CRM Training Programs

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

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        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.

        Zoho CRM Training

          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









                                        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.




                                            Manage your brands on social media

                                              Zoho Desk Resources

                                              • Desk Community Learning Series


                                              • Digest


                                              • Functions


                                              • Meetups


                                              • Kbase


                                              • Resources


                                              • Glossary


                                              • Desk Marketplace


                                              • MVP Corner


                                              • Word of the Day


                                                Zoho Marketing Automation

                                                  Zoho Sheet Resources

                                                   

                                                      Zoho Forms Resources


                                                        Secure your business
                                                        communication with Zoho Mail


                                                        Mail on the move with
                                                        Zoho Mail mobile application

                                                          Stay on top of your schedule
                                                          at all times


                                                          Carry your calendar with you
                                                          Anytime, anywhere




                                                                Zoho Sign Resources

                                                                  Sign, Paperless!

                                                                  Sign and send business documents on the go!

                                                                  Get Started Now




                                                                          Zoho TeamInbox Resources



                                                                                  Zoho DataPrep Resources



                                                                                    Zoho DataPrep Demo

                                                                                    Get a personalized demo or POC

                                                                                    REGISTER NOW


                                                                                      Design. Discuss. Deliver.

                                                                                      Create visually engaging stories with Zoho Show.

                                                                                      Get Started Now









                                                                                                          • Related Articles

                                                                                                          • Integrating WhatsApp with Zoho Desk

                                                                                                            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 ...
                                                                                                          • FAQs: Instant Messaging

                                                                                                            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 ...
                                                                                                          • A Guide to Instant Messaging

                                                                                                            An Overview Zoho Desk's Instant Messaging module is a pay-as-you-go feature that enhances your business by making customer communication easy and efficient. In this document, you will find out why Zoho Desk's IM is the perfect messaging platform to ...
                                                                                                          • Zoho is now a WhatsApp Business Service Provider

                                                                                                            NEW WhatsApp Business Partner Zoho's Instant Messaging team proudly announces that we are now WhatsApp's Business Service Provider (BSP). We have partnered with Meta to provide the best solutions to increase revenue and deliver a prompt messaging ...
                                                                                                          • FAQs: WhatsApp Business

                                                                                                            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 ...
                                                                                                            Wherever you are is as good as
                                                                                                            your workplace

                                                                                                              Resources

                                                                                                              Videos

                                                                                                              Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                              eBooks

                                                                                                              Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                              Webinars

                                                                                                              Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                              CRM Tips

                                                                                                              Make the most of Zoho CRM with these useful tips.



                                                                                                                Zoho Show Resources