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)


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