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

    • ticketsCountByFieldValues

      Hi Zoho Team, Just to check how can I include customfields to the url string. currently I'm using this. url :"https://desk.zoho.com/api/v1/ticketsCountByFieldValues?accountId=xxxxxxxxxxx&departmentId=xxxxxxxxxxxxxx&field=statusType,status" If I add customFields

    • Mrs

      I have paid for a year subscription. I cannot set up my account I need help

    • Rich-text fields in Zoho CRM

      Hello everyone, We're thrilled to announce an important enhancement that will significantly enhance the readability and formatting capabilities of your information: rich text options for multi-line fields. With this update, you can now enjoy a more versatile

    • Clone a Module??

      I am giong to repurpose the Vendors module but would like to have a separate but very similar module for another group of contacts called Buyers. I have already repurposed Contacts to Sellers. Is it possible to clone (make a duplicate) module of Vendors

    • Webhook from Zobot to Zoho Flow fails

      I'm trying to connect from zobot to zoho flow. When testing in zflow, I am receiving all entered data from the connector correctly. The SalesIQ connector's "outputreaction" is {} (is this normal or is there a problem?). But as soon as I try my chat bot

    • New Asap Widget How to update my code

      I know you're still working on updating the documentation for calling the Asap Widget, the existing documentation is no longer valid. In the old 1.0 version I was able to do many things programmatically in javascript. I could open an article directly

    • Unified WhatsApp Number Management in Zoho Desk and SalesIQ

      Dear Zoho Desk Support Team, We are currently utilizing both Zoho Desk and Zoho SalesIQ for our customer support operations. While both platforms offer WhatsApp integration, we are facing challenges due to the requirement of separate WhatsApp numbers

    • Ability to re-order Workflow Rules

      We really need the ability to re-order workflow rules within departments.  Either the ability to drag/drop them into a different order or something.

    • Is it possible to lock editing subform rows?

      Ideally editing would only be locked after the form has been updated but I still want them to be able to add new subform records at any time and they should be able to delete rows from the subform. It is a named subform if that's relevant however the

    • Customer Parent Account or Sub-Customer Account

      Some of clients as they have 50 to 300 branches, they required separate account statement with outlet name and number; which means we have to open new account for each branch individually. However, the main issue is that, when they make a payment, they

    • Zoho CRM <> Zoho Desk Account Sync

      I have had custom fields in Zoho CRM for a time and would like that data to sync to Zoho Desk. However, since the accounts are all synced to Zoho Desk already, the newly mapped fields are not updating in Zoho Desk. Is there a way to force the sync to

    • Repeating Sections in Writer

      I am wondering if it's possible to create repeating sections or text boxes of a document based on a merged subform fields coming from Zoho Forms. We are currently using excel to dynamically create a legal PDF document based on input fields in another

    • Adding fields to campaign members

      Is it possible to add fields to campaign members? I want to be able to insert a date that certain actions happened as we progress a client, but can't see where or how I might be able to do that

    • Email Body as Ticket Description

      Many of my customers use the support email instead of the portal to enter tickets. When this happens, the "Description" field is left blank. The email subject is automatically entered as the ticket subject when tickets are created this way - I would like

    • Can I export to PDF in Zoho Learn

      I have seen help pages where export to pdf options are available but I do not see that option available from the application. I see that exprt is available in my free trial version but that is only to html pages. I need to be able to export my manuals

    • Ticket/email attachment automation

      Is it possible for a ticket to grab any attachments included in the email chain(s) and add them as ticket attachments?  Or at least is there a better work-around than saving attachments to a workstation and then uploading them to the ticket? What is the best workflow others have found to include files sent to and from clients in tickets?

    • Add rows in subform with Excel / Sheet datas

      Hi! I'm trying to build an application where I can choose an Excel / Sheet file from a Workdrive folder, and for each data in the file, I create a row of a subform. But I can't do it, here is the code I have: inputString = input.choose_xls_file; separatorIndex

    • 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.

    • This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details

      Hello, Just signed up to ZOHO on a friend's recommendation. Got the TXT part (verified my domain), but whenever I try to add ANY user, I get the error: This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details I have emailed as well and writing here as well because when I searched, I saw many people faced the same issue and instead of email, they got a faster response here. My domain is: raisingreaderspk . com Hope this can be resolved.  Thank you

    • custom candidate status

      how can I customize the candidate statuses (referenced to job opening). The default list can not be edited.

    • How to... Automatically update a field in "Contacts" that i change or add in "Accounts"

      Hi There HELP ;_) I have a field in ACCOUNTS called REPS that has drop down options (Global Drop down List) I want to Update a field in CONTACT called REPS (Global Drop down List) automatically for all contacts associated to the Company in Accounts I

    • Is there a way to select all notes in a notebook at once?

      I am trying to move notes into other notebooks but I can only select individually at the moment ( holding control allows adding to selection but it's tedious when there are a lot of notes and if I mis-click I have to start again.

    • Notebook freezes mobile

      Hi I'm very happy to have found an alternative to Evernote! But when using Notebook on my Android mobile, it freezes. Typing gets very slow. I need to exit the app, and when I do so, my screen becomes black and need some time to give access to the phone

    • Setting Duration for Tasks

      Can any one have any idea how can we set start date and end date for tasks by excluding saturday and sunday.

    • Zoho Learn Add members to a course API issues

      Hello, Been having an issue with the add members to a course API for quite some time now. uids = list(); uids.add(ZUID); paramMap = {"userIds":{"" + uids + ""}}; addmember = invokeurl [ url :"https://learn.zoho.eu/learn/api/v1/portal/" + portal + "/course/"

    • Recurring Events Not Appearing in "My Events" and therefore not syncing with Google Apps

      We use the Google Sync functionality for our events, and it appears to have been working fine except: I've created a set of recurring events that I noticed were missing from my Google Apps calendar. Upon further research, it appears this is occurring

    • Version Update in Writer Desktop Apps?

      Are there plans to add the ability to check for updates within the Writer desktop apps? There seems to be no simple way of knowing if newer version are available for download.

    • Using Direct Assignment Automation for Keywords in Tickets

      Hello, I'm trying to use the Direct Assignment automation to move a ticket from one department to a different one based on a keyword found in the tickets subject OR description. SAMPLE:  Ticket Create (Checked) Ticket coming to - Dept A Criteria - Subject contains keyword OR Description contains keyword Move Ticket to - Dept B Assign Ticket To - Unassigned I saved and tested this by sending emails to Dept A using the keywords, but it keeps sending it straight to Dept A. Am I doing something wrong

    • Created delayed alerts

      We have a custom alert & rule that notifies our service alerts email address when new tickets are created but these alerts are sent out immediately when a ticket is created, is there a way to set the alerts to be sent out 15 minutes after the ticket is

    • Get Workflow Metadata via API

      Is there a way to get metadata on workflows and/or custom functions via API? I would like to automatically pull this information. I couldn't find it in the documentations, but I'm curious if there is an undocumented endpoint that could do this.

    • Cannot read properties of null (reading 'className')

      Hello, I'm attempting to integrate the Zoho desk chat widget. It loads visually on most pages, but at some point, it throws this error and it never appears: Cannot read properties of null (reading 'className') Here is the full trace: floatbutton1_hXdnKUp…f6FPihRNT_T47_.js:1

    • Associate subforms and save templates as draft in Email and Inventory templates

      Hello everyone, We are here with one of the most awaited updates in the Templates! Associate subform data to templates Fields from a Subform can be added to email and inventory templates in a tabular manner. Each subform will be displayed as an individual

    • API issue: list invoices endpoint no longer returns custom fields

      Hi, could anyone please advise. It looks as though the Zoho Books API has been changed, and now does not reflect the documentation. We use the list invoices endpoint (https://www.zoho.com/invoice/api/v3/invoices/#list-invoices) to return a list of invoices,

    • Dashboard customization

      HI, I have been working on a project feedback managment system. In that the manager dashboard should only list his projects, where as in admin dashboard it should list all the projects can we display the dashboard contents based on the logedin user ?

    • Add the new Home Widgets and Social channels to the signature landig page chat?

      the landig page chat window does not show the new features of home widgets and social channels How can we add them to it?

    • Custom Page title

      Hi how can we set a custom page title? like<title> in html Now it displays my username as the page title for dashboards and all other forms. It should be good if the user visits the dashboard page then the title is Dashboard.

    • Schedule Flow on Last Day of Month

      Is there a way to schedule a flow to run on relative terms like last day of month, first Monday of month, 5th day of month, second Tuesday of month, etc?

    • how to send recurring estimates instead of recurring invoices

      Hello, Is it possible to use the recurring invoice functionality to send recurring estimate to our customers ? We first need to send them an invoice in order to receive their purchase order and then send them the invoice with their purchase order number

    • Cross module filtering is now supported in CRM

      Editions: All DCs: All Release plan: This enhancement is being released in phases. It is now available in AU, JP, and CN DCs. Help resource: Advanced filters The Cross-module filtering enhancement is now available to all CRM accounts in the following

    • Make collecting payments from your customers in Bigin easier with payment links

      Greetings, Efficient payment collection is crucial for business success. Bigin already helps your businesses manage and sell products effectively, but we can further enhance this by making payment collection easier. This integrated payment feature lets

    • Next Page