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

        • Posibility to add Emoticons on the Email Subject of Templates

          Hi I´ve tried to add Emoticons on the Subject line of Email templates, the emoticon image does show up before saving the template or if I add the Emoticon while sending an Individual email and placing it manually on the subject line. Emoticons also show
        • Clarity on extended contract status

          Clarity on “extended” status- How does Zoho “extend” a contract?  E.g. if client extends by 1 month, can the “end date” be adjusted accordingly in Zoho and tagged as “Extended” with a clear audit trail that also captures the client’s email? Note- Email
        • Customizing contract status

          Can we customize/add/remove status on Zoho contracts ourselves or does Zoho needs to do this? Context- There is a long list of status on Zoho but not all of them are relevant for us . There are few status which are missing and needs to be added. E.g-
        • Set Custom Business Calendars and Holidays for Global Teams

          Managing a project across diverse teams means accounting for more than just tasks and deadlines; it means acknowledging how and when each team actually works. Users might follow different working days or observe region-specific holidays that cannot be
        • [Integration edition] Deluge learning series - Integrations between Zoho apps and Third-party services with Deluge | 28 August 2025

          We’re excited to welcome you to the Deluge learning series: Integration edition! The Integration edition will run for three months: Session 1 – Integrating Zoho Apps with Deluge using inbuilt integration tasks Session 2 – Integrating Zoho Apps with Deluge
        • Critical Vulnerability in all major password manager plugins - is Zoho Vault affected?

          Hi Zoho, a security researcher found a critical clickjacking vulnerability in all major browser password managers: DOM-based Extension Clickjacking: Your Password Manager Data at Risk | Marek Tóth Is Zoho Vault affected as well? Apparently the Vault extension
        • Introducing SecureForms in Zoho Vault

          Hey everyone, Let’s face it—asking someone to send over a password or other sensitive data is rarely straightforward. You wait. You nudge. You follow up once, twice—maybe more. And when the information finally arrives, it shows up in the worst possible
        • Tables from ZohoSheets remove images when updated from source

          I have a few tables from a ZohoSheet in a ZohoWriter document that will remove the images in the cells when I refresh from the source. The source still has the images in the table when I go to refresh. After updating from the source, as you can see the
        • Change eMail Template for Event-Invitations

          Hello ZOHO-CRM Team How I can change the eMail Template for Event-Invitations? I work with the German Version of the Free Version. I know how I can modify eMail alerts or Signature Templates, but where I can other eMails modify you send out? Thank you for your answer. Regards, Juerg
        • Inventory Adjustments

          Hi, How to transfer the material from one head to another ? Like materials purchased for manufacturing the laptop need to transfer from consumption inventory (Quantity of raw materials reduced) to destination inventory ( Quantity of Laptop increased)
        • Need Your Insights

          Hi Zoho, I'm confused why the flow only sends to one output. setVariable15 is from a list. It doesn't consider the 2nd entry. Any thoughts?
        • Map Dependency Fields - How can can I limit picklist values from a multi-select Parent field?

          I know the "Map Dependency Fields" feature doesn't allow a multi-select parent field. However, I need the functionality. Can I do it through a deluge function, and would it still support color coding picklists? We need the color coding for quick scanning
        • DYK 1 - Color Palette for Enhanced Visual Identification of Status

          Introducing the Did You Know series of posts. The goal of this series is to familiarize users with certain features or enhancements in Zoho Projects that may not be evident at first glance. The first post in this series deals with color palettes for indicating
        • Invalid field in the COQL query

          Dear Zoho Support! I believe that you already helped me with a similar problem a few years ago. One of my clients has a custom field named "LOB" in the "Deals" Module (see the field's metadata below). The COQL query using this field: : "select id, Deal_Name,
        • Automating Employee Birthday Notifications in Zoho Cliq

          Have you ever missed a birthday and felt like the office Grinch? Fear not, the Cliq Developer Platform has got your back! With Zoho Cliq's Schedulers, you can be the office party-cipant who never forgets a single cake, balloon, or awkward rendition of
        • Transferring domain registration to new registrar and switching email hosting at the same time?

          I need to transfer an existing domain uv cure adhesive that's currently with SiteGround to Porkbun. I also need to move the existing custom email addresses from SiteGround to Zoho Mail. I'm not sure if I should transfer the domain first and then tackle
        • Split deposits

          Can Zoho do split deposits. One deposit, two checks for two separate invoices from different customers. This is one of the most common tasks I can imaging. When I mark the two invoices paid, there are two deposits in bank register. When I try to match,
        • Feedback: Streamlining Note Management in Zoho Notebook

          Dear Team/Support, I would like to share some feedback regarding the note management system that could help improve usability and accessibility for users like myself. Notebook 1 (screenshot attached): Currently, the system does not allow selecting and
        • Deactivate Desk Contact without Deleting Contat

          We have a client who has multiple tenants for regulatory purposes, and as such, has a few users that have email addresses in both tenants. They've then emailed into the ticketing system, so we have multiple contacts (no big deal, we want to keep their
        • Delete my store of Zoho commerce

          Hi Team, I want to delete my stores of commerce. Please help me asap. Looking for the positive response soon. Thanks Shubham Chauhan Mob: +91-9761872650
        • Ability to add VAT to Retainer Invoices

          Hello, I've had a telephone conversation a month ago with Dinesh on this topic and my request to allow for the addition of VAT on Retainer Invoices.  It's currently not possible to add VAT to Retainer Invoices and it was mutually agreed that there is absolutely no reason why there shouldn't be, especially as TAX LAW makes VAT mandatory on each invoice in Europe!   So basically, what i'm saying is that if you don't allow us to add VAT to Retainer Invoices, than the whole Retainer Invoices becomes
        • [Free Webinar] Learning Table Series - Zoho Creator for Asset Management with AI Enhancements

          Hello Everyone! We’re excited to invite you to another edition of Learning Table Series, where we showcase how Zoho Creator empowers industries with innovative and automated solutions. Each month highlights a specific sector, and this time our focus is
        • How to set different item selling prices for Zoho Commerce and Zoho Books

          Item selling prices for Zoho Commerce and Zoho Books are in sync. If we update the Item selling price in Books, the same will happen in commerce and vice versa. I need a separate commerce selling price for online users and a separate books selling price
        • Menu Building is completely broken

          I have been 3 hours, I have not been able to edit the menu. Either it is completely broken, very little intuitive or I do now know anything... There is no way to create a megamenu, no way to create a menu. Despite the fact I go to menu configurartion
        • Can you sell Subscriptions using Zoho Commerce?

          In addition to physical products and the apparently coming soon 'Digital Products', it is possible to sell Subscriptions using Zoho Commerce?
        • Kaizen #197: Frequently Asked Questions on GraphQL APIs

          🎊 Nearing 200th Kaizen Post – We want to hear from you! Do you have any questions, suggestions, or topics you would like us to cover in future posts? Your insights and suggestions help us shape future content and make this series better for everyone.
        • Multiple Languages for Product Names

          Hi, I use 2 languages: spanish and english. I want to have for every product a name in spanish and a name on english. I want to have to possibility of choosing one of these languages when making an invoice or a purchase order. Is there any way to do
        • Item with name in different languate

          Hello, is there a way to have an item with its name in different languages? For example: I sell an item in different markets and I'd like to have a Proposal and the Invoice with the Item Name in a specific language. Rino Bertolotto Zoho Specialist, STESA srl
        • Contacts with most tickets? Alarm for multiple tickets?

          Is it possible to see through the analytics/reports which contacts are creating the most tickets (not the most discussed ones)? Also, is there a way to set up a notification if a contact creates multiple tickets within a certain time frame?
        • Issue with Template Subject Line Format in Zoho CRM

          Hi Team, I’ve noticed that when I update the subject line of an email template in Zoho CRM, it sometimes appears in an incorrect format when used. Please see the attached screenshot for reference. Kindly look into this issue and fix this issue from backend
        • Two Data Labels in Bar Chart

          I need to create a bar chart that has both the SUM and COUNT. I've concatenated them into a formula but it converts it into a stacked bar / scattered chart. The bar chart is no longer accessible. Since i'm comparing YOY, it would be best to have it in
        • Disable field on subform row

          Hi, Is it currently possible to disable a row item on a subform? I was just trying to do something whereby until another value is entered the field is disable but for the deluge scripting interface threw up an error saying such a function is not supported on a subform. Thanks in advance for your help. Shaheed
        • Leads - Kanban view fit to screen

          Hey guys, I created a custom layout for my leads, staged by lead status. I have 10 types of status. In Kanban view I see only 4 columns/stages and need to scroll to the right to see the rest. Is there a way to make columns/stages be displayed all together?
        • Request to Differentiate Auto-Closed WhatsApp Conversations in SalesIQ

          Hi Zoho Support, I’d like to raise a request related to the way WhatsApp conversations are auto-closed in SalesIQ. Every Monday, our Sales team has to manually review each closed WhatsApp conversation from the weekend to identify which ones were automatically
        • Kanban View UI gets a revamp

          Hello everyone, In the coming week you will notice design related enhancements in Kanban View. The UI has been changed and a new option is introduced under Kanban View Settings that allows to change the color of the category headers.  Please, note that the functionality is not changed. These changes will not apply to the Activities and Visits modules. Here are the details of the changes: 1. The column widths have been fixed to 300 px. The records will have a box around them for clear distinction.
        • Can you stop Custom View Cadences from un-enrolling leads?

          I'm testing Cadences for lead nurture. I have set un-enroll properties to trigger on email bounce/unsubscribe, and do NOT have a view criteria un-enroll trigger. However, help documents say that emails are automatically un-enrolled from a Cadence when
        • Issue with Anchor Link on Zoho Landing Page (Mobile/Tablet View)

          Hi Team, I have created a landing page using Zoho Landing Page and added an anchor link to it. The anchor link is working fine on desktop view; however, it does not work properly on mobile or tablet view. I’ve tried debugging this issue in multiple ways,
        • Simplest way to convert XML to a map?

          I've reviewed the help info and some great posts on the forum here by Stephen Rhyne (srhyne). At the moment I'm using XPath to generate a list of xml nodes, iterating through that to fetch the field name/value pairs and adding them to a map (one map for each record in the data). I then convert the row map to a string and add it to a list. Here's the function: list xml.getRecordListFromXML(string xml_data, string ele_name) {     result = List();     // get list of record nodes     rec_list = input.xml_data.toXML().executeXPath("//"
        • Introducing Creator Simplified: An exclusive learning series to enhance your app development skills

          Hey Creators! Welcome to Zoho Creator's new learning series, Creator Simplified. In this series, we'll dive into real-world business use cases and explore how to translate your requirements into solutions in your Creator application. You can also expect
        • [Product update] Updated Data Synchronization Process for QuickBooks - Zoho Analytics Integration.

          Dear QuickBooks integration users, We’re making an important update in the way data is currently synced in your QuickBooks integration within Analytics workspace. What’s changing: Previously, with every data synchronization, Zoho Analytics used to fetch
        • Next Page