Tip #8: Cómo integrar Whatsapp con Zoho Desk

Tip #8: Cómo integrar Whatsapp con Zoho Desk

Este artículo es una adaptación de la versión en inglés

Hace unas semanas presentamos las novedades de Zoho Desk para 2023. Ahora queríamos entrar más en detalle de una de las actualizaciones más esperadas por todos los usuarios de Zoho Desk. Se trata de la integración con Whatsapp business.  
WhatsApp es la aplicación de mensajería instantánea más utilizada del mundo, con aproximadamente 2.000 millones de usuarios. La presencia de esta aplicación es razón suficiente para que empresas de todos los tamaños la consideren un canal de atención al cliente. Si tus clientes contactan con frecuencia con tu empresa a través de WhatsApp, te resultará muy beneficioso integrar tu cuenta de WhatsApp Business con tu portal de Zoho Desk.

Algunos requisitos previos  
Los siguientes son los requisitos previos para integrar WhatsApp con tu cuenta de Zoho Desk:
  • Una cuenta de Facebook Business Manager
  • Un negocio verificado
  • Una cuenta de WhatsApp Business
  • Una línea de crédito de prepago para tu cuenta de WhatsApp Business
  • Un número de teléfono registrado para acceder a la API de WhatsApp Business
Notas:
  • Después de verificar tu negocio, se revisará para comprobar que cumple las Condiciones de servicio de WhatsApp y la Política de comercio de WhatsApp.
  • Si has cambiado la marca de tu dominio, debes habilitar las cookies de terceros en tu navegador antes de iniciar la integración.
  • No puedes utilizar números de teléfono de WhatsApp que se estén utilizando actualmente en otros productos. Sólo se pueden utilizar para la integración números de teléfono no utilizados y registrados.
  • Aún no es posible migrar los números de teléfono existentes.
 
El proceso de incorporación
El flujo de incorporación e integración de WhatsApp consta de cuatro pasos. Consistirá en vincular tus cuentas de Facebook y WhatsApp Business, crear tu perfil de WhatsApp Business, verificar tu número de WhatsApp Business y configurar WhatsApp como canal. Asegúrate de haber iniciado sesión en tu cuenta de Facebook en el mismo navegador.
 
      1. Accede a tu cuenta de Zoho Desk con privilegios de administrador.
      2. Haz clic en el icono Configuración de la barra superior.


3. En Canales, haz clic en Mensajería instantánea.
4. Haz clic en Configurar correspondiente a WhatsApp en la página Mensajería instantánea.

5. Haz clic en Integrar en la página de WhatsApp.
      Se abrirá el cuadro emergente de autenticación de Facebook.


 6. Vincula tu cuenta de Facebook y WhatsApp Business:
      a. Haz clic en Continuar para vincular tu cuenta de Facebook con Zoho Desk.



      b. Haz clic en Empezar en la ventana Chat para usuarios de WhatsApp.
      c. Haz clic en Continuar en la ventana Conectar tu cuenta a Zoho Corporation.



      d. Selecciona la cuenta de Facebook Business que deseas vincular y, a continuación, haz clic en Continuar.
      e. Selecciona la cuenta de WhatsApp Business vinculada a tu cuenta de Facebook Business y, a continuación, haz clic en Continuar en la siguiente pantalla.



      f. Haz clic en Continuar con el paso 2.
1. Crea tu perfil de WhatsApp Business:
      a. Introduce el nombre para mostrar de WhatsApp Business que utilizaras para enviar mensajes a los clientes y haz clic en Continuar.


Asegúrate de que el nombre para mostrar cumple las directrices mencionadas aquí.
      b. Selecciona la categoría de tu negocio en el menú desplegable.


      c. Introduce una breve descripción de tu empresa.
Tanto la categoría como la descripción de la empresa serán visibles para los clientes que envíen mensajes a tu empresa.
      d. Haz clic en Continuar con el paso 3.

2. Verifica tu número de WhatsApp Business:

      a. Selecciona un número de WhatApp Business existente o introduce un número nuevo para registrarlo.
Nota: No puedes registrar un número que ya esté registrado en WhatsApp Messenger o en la aplicación WhatsApp Business.

      b. Selecciona el método de verificación que prefieras. Puedes elegir entre Mensaje de texto o Llamada de voz.
      c. Haz clic en Enviar código.



      d. En la siguiente ventana, introduce el código de verificación de 6 dígitos recibido en tu número de teléfono de Whatsapp Business.
      e. Haz clic en Verificar.
 
3. Configurar canal de WhatsApp:
      a. De vuelta en la página de ajustes de WhatsApp, haz clic en Crear canal.
Nota: El número de canales que crees no puede superar los departamentos de tu cuenta.




      b. En la página Añadir canal, sigue los pasos que se indican a continuación:
i. Carga un icono para el canal.
Nota: El tamaño del icono no puede superar 1 MB y debe estar en formato .jpg, .png o .jpeg.
ii. Introduce un nombre para el canal.
iii. Selecciona el número de teléfono de Whatsapp añadido en el paso 3.
iv. Selecciona el departamento en el que desea recibir los mensajes.
v. Haz clic en Guardar.

 



4. Ya has completado el proceso de configuración y estás listo para utilizar la experiencia de prueba.

Verificación empresarial
Durante la experiencia de prueba no verificada, solo podrás enviar mensajes iniciados por la empresa a dos números de teléfono y mantener hasta diez conversaciones iniciadas por clientes durante los primeros 30 días. Transcurridos 30 días, ya no podrás enviar mensajes hasta que completes la verificación de empresa y superes todas las comprobaciones de Whatsapp.
 
Para establecer una plataforma de conversación en directo de mensajería instantánea de pleno derecho, debes verificar tu cuenta de Facebook Business Manager proporcionando todos los documentos necesarios, incluida la prueba de entidad jurídica y la prueba de acceso a la empresa. Sólo entonces se habilitará tu versión de prueba ampliada, que permite una conversación bidireccional entre tú y un cliente con 1500 mensajes iniciados por el cliente. Recuerda que una conversación es una sesión de 24 horas de mensajería ilimitada con un número de teléfono determinado.
 
Para desactivar un canal
  1. Haz clic en el icono Configuración de la barra superior.
  2. En Canales, haz clic en Mensajería instantánea.
  3. Haz clic en WhatsApp en la página Mensajería instantánea.
Aparecerán los canales creados en su cuenta.
 
      4. Desactiva el botón correspondiente al canal que deseas desactivar.
      5. Haz clic en Desactivar en el cuadro de diálogo de confirmación.
El canal quedará desactivado.
 
Si te ha gustado este pequeño truco y te interesa conocer más trucos sobre el uso de Zoho Desk puedes encontrar más en nuestro foro y puedes darle a seguir en el apartado de Trip and Tricks de Zoho Desk.
 
¡Nos vemos a la próxima en el foro de Español Zoho Community!


      • Recent Topics

      • Read webpage - MSXML2.ServerXMLHTTP

        I have the following VBA script, put together from various sources (mainly zoho forum/help/support, so it once worked, I guess): private Sub GetListOfSheets() Dim url As String Dim xmlhttp As Object Dim parameters As String Dim html As String range("B1").value

      • Sortie de Zoho TABLE ??

        Bonjour, Depuis bientôt 2 ans l'application zoho table est sortie en dehors de l'UE ? Depuis un an elle est annoncée en Europe Mais en vrai, c'est pour quand exactement ??

      • Rename Record Summary PDF in SendMail task

        So I've been tasked with renaming a record summary PDF to be sent as part of a sendmail task. Normally I would offer the manual solution, a user exports the PDF and uploads it to a file upload field, however this is not acceptable to the client in this

      • Limitation with Dynamic Email Attachment Capture

        I've discovered a flaw in how Zoho Creator handles email attachments when using the Email-to-Form feature, and I'm hoping the Zoho team can address this in a future update. The Issue According to the official documentation, capturing email attachments

      • Recruit API search

        Hi all, Attempting to call the search api endpoint from Postman using the word element as mentioned in api docs Search Records - APIs | Online Help - Zoho Recruit When making the call to /v2/Candidates/search?word=Saudi receive response of { "code": "MANDATORY_NOT_FOUND",

      • Text/SMS With Zoho Desk

        Hi Guys- Considering using SMS to get faster responses from customers that we are helping.  Have a bunch of questions; 1) Which provider is better ClickaTell or Screen Magic.  Screen Magic seems easier to setup, but appears to be 2x as expensive for United States.  I cannot find the sender id for Clickatell to even complete the configuration. 2) Can customer's reply to text messages?  If so are responses linked back to the zoho ticket?  If not, how are you handling this, a simple "DO NOT REPLY" as

      • Custom Field in Zoho Projects pulling into Analytics

        We have a client that we have built our their new business process using Zoho Projects, and we have build a lot of custom fields with their their Projects where they are capturing specific data points that we want to be able to track and pull data, as

      • Marketer's Space - Holiday season email marketing tips you should know

        Hello Marketers! Welcome back to another post in Marketer's Space! 'Tis the season—that time of the year everyone eagerly anticipates. While most look forward to relaxing, marketers will be super-busy from late November to early January. Mistakes can

      • Zia Competitor Alerts made easy with Zia's suggestions

        Hi everyone, In addition to the existing manually added competitors, Zia will now find your competitors for you - instantly. Earlier, you had to identify competitors through research manually, support tickets, or tradeshows—a time-consuming process that

      • Add Custom Field Inside Parts Section

        How to Add Custom Field Inside Parts Section in Workorder like Category and Sub- Category

      • Zoho CRM Community Digest October 2025 | Part 2

        Hello Everyone! From new mobile capabilities and smarter integrations to real-world workflow fixes and developer insights, all the highlights from the second half of October is covered right here. Let’s dive in. Product Updates: Zoho CRM Mobile Updates:

      • Understanding Zoho Contracts

        Effective contract management relies on systems that are structured, organized, and reliable. Every feature, workflow, rule, and restriction in Zoho Contracts are designed the way they are to ensure consistency, compliance, and control across every stage

      • Tip of the Week #76– Automate your inbox during vacation in Zoho TeamInbox

        When you're on vacation or away from your desk, the last thing you want is for important emails to be missed or left unanswered. The good news is, you can easily set up rules in Zoho TeamInbox to assign incoming messages automatically to a teammate who's

      • Domain restriction for User Management actions in Zoho One

        Greetings, Zoho One Admins! To strengthen account security further and safeguard user management settings, we are imposing domain-based restrictions for user account-focused admin actions in Zoho One. In addition to password reset of user, organization

      • Zoho Mail iOS app update: Signature

        Hello everyone! In the latest version(3.1.7) of the Zoho Mail app update, we have brought in support to create, edit and remove signature within the app. You can create signature from the compose screen as well as from within the Settings module(inside

      • Copy paste from word document deletes random spaces

        Hello Dear Zoho Team, When copying from a word document into Notebook, often I face a problem of the program deleting random spaces between words, the document become terribly faulty, eventhough it is perfect in its original source document (and without

      • Desktop app doesn't support notecards created on Android

        Hi, Does anybody have same problem? Some of last notecards created on Android app (v. 6.6) doesn't show in desktop app (v. 3.5.5). I see these note cards but whith they appear with exclamation mark in yellow triangle (see screenshot) and when I try to

      • Approval Button in Subform

        Hi Team, I’m working on a subform-based requirement where users will submit requests, and these requests must go through approval by multiple team managers. Each line item in the subform needs to be individually approved or declined based on the user's

      • Reporting Limitation on Lead–Product Relation in Zoho CRM

        I noticed that Zoho CRM has a default Products related list under Leads. However, when I try to create a report for Lead–Product association, I’m facing some limitations. To fix this, I’m considering adding a multi-lookup field along with a custom related

      • Setting checkbox value on template in Sign from Creator

        Good day, Please help me understand how do I set a tick from a checkbox in Creator into a checkbox on a Sign template. Below is the only values on the Sign template and the code from Creator, "field_boolean_data": {}, "field_date_data": {}, "field_radio_data":

      • Zoho Projects - Unread Comment Icon

        Hi Projects Team, It would be great if there was a notification I con on the comments icon so it's easy to see which tasks have new comments. Something like a red circle with a number of unread comments would be great. Thanks for considering my feed

      • Zoho Projects - Update Feed via API

        Hi Projects Team, Please consider adding an API to allow update and retrieval of messages to the Feed. Thank you

      • Automated log-out/session end

        I'm concerned about security of our data. Is it possible to set an automatic time-out for user sessions on Zoho CRM, after a certain period of inactivity or when the session reaches a certain duration (12 hours perhaps)? 

      • Subform auto populate values

        Hi Team, I’m trying to retrieve values from Zoho People using API functions and dynamically populate them into a subform. For example, I’ve created a form with several fields that users will fill out. Based on their input, I need to fetch records from

      • What is New in CRM Functions?

        What is New in CRM Functions? Hello everyone! We're delighted to share that Functions in Zoho CRM have had a few upgrades that would happen in phases. Phase 1 An all new built-in editor for better user experience and ease of use. ETA: In a couple of days.

      • Gantt Chart - Zoho Analytics

        Are there any plans to add Gantt Charts capabilities to Zoho Analytics?

      • WhatsApp Calling Integration via Zoho Desk

        Dear Zoho Desk Team, I would like to request a feature that allows users to call WhatsApp numbers directly via Zoho Desk. This integration would enable sending and receiving calls to and from WhatsApp numbers over the internet, without the need for traditional

      • Request for Auto PO - Min–Max based Automated Purchase Feature

        Dear Zoho POS Team, I’m writing to request a feature enhancement that would significantly streamline inventory management for businesses using Zoho POS — particularly supermarkets, FMCG retail, and multi-store operations like ours. Feature Requested:

      • Identify long running sync jobs/tables

        My sync process causes strain on my production database and I'd love some tools/alerts to help me identify which tables are taking the longest. The current screen only shows 3 tables at a time and truncates the last fetch time so that it is very cumbersome

      • Temporarily rate limited due to IP reputation.

        We have suddenly started receiving the following Mail Delivery Status Notification: Diagnostic-Code: 4.7.650 The mail server [136.143.184.12] has been temporarily rate limited due to IP reputation. For e-mail delivery information, see https://aka.ms/postmaster

      • Zoho Analytics Regex Support

        When can we expect full regex support in Zoho Analytics SQL such as REGEXP_REPLACE? Sometimes I need to clean the data and using regex functions is the easiest way to achieve this.

      • Automatically CC an address using Zoho CRM Email Templates

        Hi all - have searched but can't see a definitive answer. We have built multiple email templates in CRM. Every time we send this we want it to CC a particular address (the same address for every email sent) so that it populates the reply back into our

      • Solution to Import PST File into Office 365.

        MailsDaddy OST to Office 365 Migration Tool is an outstanding solution to recover OST files and migrate them into Office 365 without any hassle. Using this software users can multiple OST files into Office 365 with complete data security. It offers users

      • Series Label in the Legend

        My legend reads 'Series 1' and 'Series 2'. From everything I read online, Zoho is supposed to change the data names if it's formatted correctly. I have the proper labels on the top of the columns and the right range selected. I assume it's something in

      • Associate emails from both primary and secondary contacts to deal

        We need to associate emails from multiple contacts to a deal. Please advise how this can be achieved. At present, only emails from primary contacts can be associated. Thanks

      • New integration: Zoho Sign for Zoho Projects

        Hey there! We’re excited to announce the brand-new Zoho Sign integration for Zoho Projects! With this integration, users can now send documents for signatures, track their progress, and manage approvals—all without leaving Zoho Projects. This bridges

      • Update to attachment display in ticket threads

        This enhancement will provide faster access for support teams and end-users, significantly boosting productivity for everyone. Get ready for a more efficient and satisfying experience! Immediate benefits Faster ticket rendering reduces wait times and

      • Narrative 15: Blueprint - Automate, guide, and transform your support processes

        Behind the scenes of a successful ticketing system: BTS Series Narrative 15: Blueprint - Automate, guide, and transform your support processes Even organizations that deliver quality products and services can face low customer satisfaction when their

      • Different MRP / Pricing for same product but different batches

        We often face the following situations where MRP of a particular product changes on every purchase and hence we have to charge the customer accordingly. This can't be solved by Batch tracking as of now so far as I understand Zoho. How do you manage it as of now? 

      • Batch/lot # and Storage bin location

        Hi I want to ask for a feature on Zoho inventory I own a warehouse and I've gone through different management software solutions with no luck until I found Zoho, it has been a game changer for my business with up to the minute information, I'm extremely happy with it. It's almost perfect. And I say Almost because the only thing missing for me (and I'm sure I'm not alone) is the need of being able to identify the lot number of my inventory and where it is located in the warehouse. Due to the nature

      • Next Page