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

        • Set Conditional and Dependent Rules for Issues in Zoho Projects

          An Issue Layout is a customizable form to add and update information about a specific issue. The fields in the issue layout can be changed dynamically based on user requirement using the issue layout rules. Consider a scenario where an electrical fluctuation

        • Accounting on the Go Series-56: e-Way Bill Module in the Mobile App – A Handy Solution for Indian Businesses

          Hello everyone, Managing e-Way bills just got more convenient with the Zoho Books mobile app! For businesses operating under the GST regime, e-Way bills are essential for tracking the movement of goods. Previously, you had to log in to the web app to

        • Copying records from a Custom Module into Deals

          Hello, I recently created a custom module to handle a particular type of order/transaction in our business. Having got this up and running I've realised that it would be much better to use the Deals module with a different layout instead. We've entered

        • Creator App on Mobile - Workflow "On Create / Edit - On Load" not triggered ?

          Hi Everyone, I built an application to track assets, which is used both at the office (desktop) an in the field by technicians (mobile app). In the field, technicians open an existing form and add rows to a subform at some point. One field they have to

        • HOW TO VIEW INDIVIDUAL COST OF NEWLY PURCHASED GOODS AFTER ALLOCATING LANDED COSTS

          Hello, I have been able to allocate landed costs to the purchase cost of the new products. however, what i need to see now is the actual cost price (original cost plus landed cost), of only my newly purchased products to enable me set a selling price

        • Custom Function to get custom field of lookup type in Books

          Hi, Here's the situation. In Purchase Order, there is a custom field (lookup) to SO. The requirement is to update to the related SO if PO get updated Right now facing challenge to get the id of custom field (lookup) in PO. Please find below the sample

        • Custom From Address is now Organizational Email

          We're introducing a small yet meaningful change in Zoho Recruit, one that sets the foundation for bigger improvements coming your way. What’s changed? We’ve renamed the Custom From Address to Organizational Email. The new name was chosen to better reflect

        • What's New in Zoho Billing Q2 2025

          Hello everyone, We are excited to share the latest set of updates and enhancements made to Zoho Billing in Q2 2025, ranging from image custom fields to support for new languages. Keep reading to learn more. Upload Images From Your Desktop to Email Notifications

        • Map dependency on Multiselect picklist

          I need help in Zoho CRM. I have 2 multi-select picklists. For example, Picklist A has country names. Picklist B has state names. Now I want to show states on the basis of the selected country from Picklist A. Both are multi-select fields, so the standard

        • Tip of the Week #63 – Keep personal emails out of team view.

          Shared inboxes are great for teamwork—they let everyone stay on the same page, respond faster, and avoid duplicate replies. But not every message needs to be shared with the entire team. Think about those one-on-one chats with a manager, a quick internal

        • Episode III : Powering Automation: Custom Functions in Action

          Hello Everyone, In our previous episodes, we explored custom functions and the Deluge programming language. If you’ve been wondering why the Episode series have been quiet, here’s the reveal! On our community, we've been showcasing custom functions integrated

        • Narrative 2 - Understanding Organizational Departments

          Behind the scenes of a successful ticketing system - BTS Series Narrative 2 - Understanding Organizational Departments A ticketing system's departments are essential because they provide an organized and practical framework for handling and addressing

        • Zoho Projects Plus for the healthcare industry

          The global healthcare industry is complex and diverse; from patient record maintenance, healthcare supply chain, to manufacturing complex medical equipment, the industry functions on many layers. Managing all these layers requires tested out techniques

        • Missing Outlook calendar option in Calendar

          Hi all I don't have an Outlook Calendar option in the Settings > Synchronise settings of Calendar. Any ideas why not?

        • Zoho Meeting Android app update: Breakout rooms, noise cancellation

          Hello everyone! In the latest version(v2.6.1) of the Zoho Meeting app update, we have brought in support for the following features: 1. Join Breakout rooms. 2. Noise cancellation Join Breakout rooms. Breakout Rooms are virtual rooms created within a meeting

        • Whats App Automation

          It would be nice to be able to send out an automated whats app message template on moving stages or creation of a ticket (same as you can do for automated emails). Currently only automated emails can be sent. Also, if whats app could be used more effectively

        • Zoho Projects Android app update: Enhanced Documents module within the projects.

          Hello everyone! In the latest Android version(v3.9.35) of the Zoho Projects app update, we have enhanced the documents module within the projects. Now, you can view all the attachments that you have added across the project in tasks, bugs, comments, etc,

        • Lead Source Disappears

          When adding a new lead and saving the page, the page refreshes itself and the lead source field becomes blank. We set the "Lead source" as a required field to see if it would help, but the problem persists and we always have to re-enter the lead sou

        • Inquiry Regarding Monitoring ZOHO CRM API Credit Usage

          Hello ZOHO Community, I hope this message finds you well. I have a question regarding monitoring the usage and remaining credits of the ZOHO CRM API. I recently discovered that within ZOHO CRM, by navigating to Settings ⇒ Developer Hub ⇒ APIs & SDKs,

        • Payment Gateways - A unified hub to manage all your payment integrations in Zoho Creator

          Hello everyone, We're thrilled to announce that we've completely reimagined the way payment gateways are handled in Creator. The result is a centralized Payment Gateways section that provides a clean, user-friendly interface to configure and manage all

        • Community Digest Julio 2025 - Todas las novedades en Español Zoho Community

          ¡Hola, Español Zoho Community! Ha pasado un tiempo desde el último Digest pero, ¡ya estamos de vuelta con las novedades más relevantes en las aplicaciones de Zoho y su universo! Si no te quieres perder ninguna de las novedades que vamos publicando, te

        • Tip #35- How to use Notifications in Zoho Assist to stay on top of session activities- 'Insider Insights'

          Hello Zoho Assist Community! This week, we’re exploring Zoho Assist’s built-in notification system for improved visibility and accountability. Keeping track of session activity is crucial, especially when you're managing multiple remote devices and technicians.

        • Assistance with Exporting Specific Data from Zoho CRM

          Hi, Could you please guide me on how to export specific information, such as the model number and serial number, from the Accounts module in Zoho CRM? Thank you in advance for your assistance.

        • Coming Soon in Zoho Invoice: Send Invoices Instantly via WhatsApp

          We're working on bringing a new level of convenience to your invoicing experience. Introducing a much-requested feature in Zoho Invoice: You can now share invoices directly to your customers via WhatsApp! With this new option, you can: Share invoices

        • field update from the value of another field

          Hello, I need to do a field update from the value of another field, but i don´t know how can i do it. In the mass update option it is not possible... I need to put the last name value form the leads module to other custom field that i have created. thanks for your help

        • What is a realistic turnaround time for account review for ZeptoMail?

          On signing up it said 2-3 business days. I am on business-day 6 and have had zero contact of any kind. No follow-up questions, no approval or decline. Attempts to "leave a message" or use the "Contact Us" form have just vanished without a trace. It still

        • Playback and Management Enhancements for Zoho Quartz Recordings

          Hello Zoho Team, We hope you're all doing well. We would like to submit a feature request related to Zoho Quartz, the tool used to record and share browser sessions with Zoho Support. 🎯 Current Functionality As of now, Zoho Quartz allows users to record

        • Is there any way to prevent the row cloning feature(on edit page)

          My initial requirement is to prevent some users from adding new rows in the subform. For that, I have implemented the client script, and the script is working fine. But users are able to clone the row and make changes. For that, I was unable to find any

        • Using Another Field Value for Workflow Field Update

          I'm trying to setup a Workflow with a "Field Update" action on the Lead module, but I would like the new value to actually be taken from a DIFFERENT Field's on the Lead record (vs just defining some static value..) Is this possible? Could I simply use

        • How Do I Change Business Location

          Ive just shifted my business to a new country and would like to update my address and Business location in the "Organisation Profile" page but it is locked in the previous country. How do I unlock it / change it? Thanks

        • Verify details pop-up windows

          Hi, Is it possible to turn-off the anoying "Verify details" window that ask for closing date, "Reason for Lost" or other concepts. If I would like the user to enter such data, I will implement a rule .... How can I turn-off such pop-up? it's not necessary

        • Monthly overtime wrong after adding/changing attendance time for past month

          Hi there, as I understand it, the montly overtime overview under attendance is calculated at the end of each month. If someone was not able to enter his attendance in time but entered it in the new month, this time will not be considered in the overview.

        • As a security measure, you need to link your phone number with this account and verify it to proceed further.

          I want to disable this feature as my one staff travels with different phone numbers so it is hard to verify by phone. How do I do that?

        • Asset Tracking

          I am looking to create custom modules to track customer assets. We install serialized and non-serialized equipment into customers vehicles. So we will have vehicles belonging to the customer then equipment that will belong to a vehicle (if installed)

        • Will zoho thrive be integrated with Zoho Books?

          title

        • 【参加無料】8月8日(金) 福岡 ユーザ交流会 参加登録 受付開始！

          ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 8月8日(金)に1年ぶりに、福岡でZoho ユーザー交流会を開催します！ ユーザー事例セッションでは、CreativeStudio樂合同会社の前田 美知太郎さまが、労働時間を削減したZoho活用のリアルな工夫を語ります。 Zoho社員セッションでは、データ収集から自動処理まで一気に効率化できるZoho Formsの最新活用アイディアをお届けします。 ▷▷詳細はこちら：https://www.zohomeetups.com/Fukuoka2025#/?affl=fuk2508forumpost

        • Unusable due to "server" issues but there's nothing on Zoho or Down Detector saying there's an outage

          I just started the Zoho trial and I cannot do anything because no apps or even the "contact support" will actually load. I tried to create a project but it keeps giving me the error "server is unable to process your request at this time". I tried to load

        • Issue After Updating to Zoho Desk Android SDK v4.5.0 – Authentication Fails (Status Code 204)

          Hi Zoho Support Team, I was previously using the Zoho Desk Android SDK with the following dependency: implementation 'com.zoho.desk:asapsdk:3.0_BETA_17' Everything was working as expected — including user authentication, the tickets section, and the

        • add another department to helpcenter

          After activating multi-brand, how to add another department to help center? For example department A has associated with help center 1. We have another department B and would like user to be able to submit ticket to department B via help center 1, how

        • Task and Milestones - Dependency feature needed

          I'm sure we're not the first to bring this up. We've been using zoho project for a while. Every project manager knows that to manage a successful project you need option to stack tasks and milestones and be able to create dependencies between tasks and milestones. I think you get the idea... Can you let us know if this feature is in the making or not? any chance we'll see this in future releases? If you need customer feedback about this feature or other enhancements, we'll be happy to test new products

        • Next Page