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!

• Topic Participants

• Lorenza Pasca

  

• Angélica Barrera

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