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

    • Can I export all attachments from Zoho CRM?

      Can I export all attachments from Zoho CRM?

    • Please can the open tasks be shown in each customer account at the top.

      Hi there This has happened before, where the open tasks are no longer visible at the top of the page for each customer in the CRM. They have gone missing previously and were reinstated when I asked so I think it's just after an update that this feature

    • What's new in Zoho Sheet: Simplify data entry and collaboration

      Hello, Zoho Sheet community! Last year, our team was focused on research and development so we could deliver updates that enhance your spreadsheet experience. This year, we’re excited to deliver those enhancements—but we'll be rolling them out incrementally

    • Community Digest — Noviembre y Diciembre 2025

      ¡Hola, Comunidad de Zoho en Español! Cerramos el año de la mejor forma con nuestro último Community Digest de 2025, donde podrás encontrar las últimas novedades de nuestros productos. ¿Todo listo para empezar 2026 con el mejor pie? ¡Vamos a ello! Zoho

    • Zoho Projects Plus’ 2025- the year we launched

      We’ve been building project management tools for the past 19 years, and a question we often hear is: Different teams in our organization prefer different project management methods; while the development team prefers agile, the marketing and sales teams

    • Why can't we change the Account type from an Expense to an Asset?

      Like the question. Why in QuickBooks for example if I mistakenly created an account as an expenses and I already captured information in those accounts, I can just change the account type from expense to asset

    • Move email between inboxes?

      Is it possible to move emails from one team inbox to another? We would like to be able to have a single "catch-all" inbox for incoming requests, and then move the email to the appropriate department inbox. I was hoping we would be able to accomplish this

    • Zoho Books emails suddenly going to Spam since 11 Nov 2025 (Gmail + now Outlook) — anyone else?

      Hi everyone, We migrated to Zoho Books in July 2025 and everything worked fine until 11 Nov 2025. Since then, Zoho Books system emails are landing in customers’ Spam (first Gmail, and now we’re seeing Outlook/Office 365 also starting to spam them). Impacted

    • How do you print a refund check to customer?

      Maybe this is a dumb question, but how does anyone print a refund check to a customer? We cant find anywhere to either just print a check and pick a customer, or where to do so from a credit note.

    • Data Import | Zoho Analytics Custom Query Window Size

      Please increase the window size for the Custom Query Data Import. It's impossible to work with such a small query window.

    • Company Multiple Branch/ Location Accounting

      Hi All, anyone know whether company can maintain their multiple Branch Accounting in Zoho  Books. It will be chart of Accounts & Master Data will be same but different report available as per per Branch. Thanks & regards, Vivek +91 9766906737

    • Zoho Books Invoices Templates

      It would be really helpful to have more advanced features to customise the invoice templates in Zoho Books. Especially I´m thinking of the spacing of the different parts of the invoice (Address line etc.). If you have a sender and receiver address in

    • Support for Developing Zoho Recruit Extensions via Zoho Sigma

      Hi, I’m interested in building an extension for Zoho Recruit using Zoho Sigma. However, when I navigate to Sigma and attempt to create a new extension (via the "New Extension" option), Zoho Recruit does not appear as a listed service—only options like

    • Email Administrators! Join our tips & troubleshooting series

      Greetings to all the admins out there! This announcement is exclusively for you. As we step into the New Year, we’re excited to start a dedicated series of admin-specific tips curated to support you. These posts will help you overcome everyday challenges

    • Notes badge as a quick action in the list view

      Hello all, We are introducing the Notes badge in the list view of all modules as a quick action you can perform for each record, in addition to the existing Activity badge. With this enhancement, users will have quick visibility into the notes associated

    • Deprecation of the Zoho OAuth connector

      Hello everyone, At Zoho, we continuously evaluate our integrations to ensure they meet the highest standards of security, reliability, and compliance. As part of these ongoing efforts, we've made the decision to deprecate the Zoho OAuth default connector

    • Personalize your booking pages with Custom CSS

      Greetings from the Zoho Bookings team! We’re introducing Custom CSS for Zoho Bookings, designed to give you complete control over the look and feel of your booking pages. With this new feature, you can upload your own CSS file to customize colors, fonts,

    • Free Webinar : Unlock AI driven business insights with Zoho Inventory + Zoho Analytics

      Are you tired of switching between apps and exporting data to build customized reports? Say hello to smarter & streamlined insights! Join us for this exclusive webinar where we explore the power of the Zoho Inventory–Zoho Analytics integration. Learn

    • No OR Filter for Views with a Related Modules Criteria

      We would like to create a Deal View where the User can see all their deals. For that, we would need an OR to connect the criteria. One of the Fields is a "multiselect User", these (Related Modules Criteria) can only be Filter with an AND. Even between

    • Import Function: ONLY update empty fields

      When setting up an import from a spreadsheet to CRM, there is a checkbox "Don't update empty values for existing contacts" (see screenshot below). While I see some limited benefit from this functionality, I think there should also be an "ONLY update empty

    • Sales IQ Chat Widget is Only Displaying Last Name

      Can anyone suggest why the widget is only displaying "last name"?! We have the latest version of the wordpress plugin installed. Thanks Thanks!

    • Free Webinar: Zoho Sign for Zoho Projects: Automate tasks and approvals with e-signatures

      Hi there! Handling multiple projects at once? Zoho Projects is your solution for automated and streamlined project management, and with the Zoho Sign extension, you can sign, send, and manage digital paperwork directly from your project workspace. Join

    • Begin the year with best practices in the Zoho Desk mobile app : Part 2

      In focus: Optimizing collaboration and supervision Let's begin 2026 with Part 2 of our tips series on driving your ticketing operations at your fingertips. In Part 1, we explored streamlining operations within tickets. This helped individuals at Omniserve

    • Process checklist in CRM

      Hi We've created a new sales process that I'm mapping into the CRM - issue I have is that some of the tasks / milestones I would like to capture require very simple tick box responses but there are quite a few under a variety of sub categories so I don't

    • Can we disable add to cart in Zoho Commerce?

      Hello, Our sales happen on the phone. During the call the customer is directed to our website to inspect the products together with the sales rep. So we need a way to present our inventory. I figured Zoho Commerce is a good fit for this use case. However we would have to disable the possibility to purchase products in the shop. Is that possible? Sunny regards, Artjom

    • How to update "Lead Status" to more than 100 records

      Hello Zoho CRM, How do I update "Lead Status" to more than 100 records at once? To give you a background, these leads were uploaded or Imported at once but the lead status record was incorrectly chosen. So since there was a way to quickly add records in the system no matter how many they are, we are also wondering if there is a quicker way to update these records to the correct "Lead Status". I hope our concern makes sense and that there will be a fix for it. All the best, Jonathan

    • Zoho DataPrep and File Pattern configuration

      I'm using Zoho data prep to ingest data from One Drive into Zoho Analytics... The pipeline is super simple but I can't any way to get all the files that I need. Basically I need to bring all the files with a certain pattern and for that I'm using a regex

    • JWT Token authentication problem that sometimes generates infinite redirect loops

      Description : Nous proposons un bouton sur notre plateforme permettant de rediriger l'utilisateur vers le portail ZohoDesk via un jeton JWT pour une authentification transparente. Cependant, il arrive que certains utilisateurs soient pris dans une boucle

    • Zoho desk desktop application

      does zoho desk has a destop applicaion?

    • How do I bulk archive my projects in ZOHO projects

      Hi, I want to archive 50 Projects in one go. Can you please help me out , How can I do this? Thanks kapil

    • ZOHO Work Drive Back Up

      I am looking for a ZOHO Work Drive backup solution. Something that is cloud based. There's lots of these kinds of options for Google Drive and other providers, but I have not seen anything for WorkDrive. Any suggestions?

    • ZOHO Reports - Filter Logic?

      Hi, I need a way to apply filter logics such as ((1 AND 2) OR 3). All I can see as of now is a way to enter different AND filters in the respective filter column. But how can I add an OR filter? Any advice would be highly appreciated. Mark

    • Scanned Doc - selecting Item overwrites Rate

      I have a Vendor Invoice which was uploaded to Documents. I select Add To > New Bill. The OCR is actually quite good, but it is reading an Item Description instead of an Item Number. I remove the description and select the correct Item Number... and it

    • 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",

    • Manage control over Microsoft Office 365 integrations with profile-based sync permissions

      Greetings all, Previously, all users in Zoho CRM had access to enable Microsoft integrations (Calendar, Contacts, and Tasks) in their accounts, regardless of their profile type. Users with administrator profiles can now manage profile-based permissions

    • Saving reading position + Keep screen on

      While Zoho Notebook is excellent for saving and annotating articles, its utility is severely limited by the lack of reading progress synchronization. On the Android app, if a user exits a long note after reading 50%, the app fails to save the position.

    • Multiple Vendor SKUs

      One of the big concerns we have with ZOHO Inventory is lack of Vendor Skus like many other inventory software packages offer. Being able to have multiple vendor skus for the same product would be HUGE! It would populate the appropriate vendor Sku for

    • Zoho LandingPage is integrated with Zoho One!

      Greetings to the Zoho One users out there! We're delighted to let you know that Zoho LandingPage is available in Zoho One too! With Zoho LandingPage, you can host custom-made landing pages, and persuade the visitors to dive deeper by making further clicks,

    • Android app sync problem - multiple devices have same problem

      Hello, I am having a problem with synchronization in the Android app. When I create a drawing, the data does not sync correctly—only a blank note is created without the drawing. I tested this on multiple devices, including phones and tablets, and the

    • How can i resend a campaign to only one of the recipients on the original campaign

      How can i resend a campaign to only one of the recipients on the original campaign ? Sincererly, Mike

    • Next Page