WhatsApp Sandbox Integration

Dear Zoho Team,

I am currently having two questions regarding the WhatsApp integration of Zoho Desk, or more specifically the Sandbox WhatsApp integration.

1. I am unable to send replies via the API through the "Sandbox" channel. Here is some example code showing how I am trying to send a reply:

    ```python

    response_data = await client.post(

                    f"/tickets/{ticket_id}/sendReply",

                    json={

                        "content": "Thank you for contacting us. We will get back to you as soon as possible.",

                        "channel": "SANDBOX",

                    },

                )

    ```

There is no error message, and the response is visible in the Zoho Desk UI. However, the message is not sent. "Follow up" messages I send via WhatsApp are shown as answers to the unsent message. See the screenshot below for more details:

Is this a known limitation of the Sandbox channel, and should work fine with the WhatsApp channel?

2. I want to get a trigger when a new message is received via the "Sandbox" channel. I have tried setting up a webhook, but it is not triggered when a new message is received. It is triggered neither when a ticket is automatically created from a Sandbox message, nor when a message is received via Sandbox.

I also tried to it up as a custom Workflow instead, using the configuration visible in the screenshot below, which is also not working for answers, only for newly created tickets.

Only when I also include the "Edit" action, the Workflow is triggered for incoming messages, resulting in way too many triggers, as every action will trigger the Workflow.

Is there a (simpler) way to get a trigger when a new message is received via the "Sandbox / WhatsApp" channel?

Thank you for your help.

• Topic Participants

• Philipp

• Shivani | Zoho Desk

  

• Recent Topics

• Does Zoho Learn integrate with Zoho Connect,People,Workdrive,Project,Desk?

  Can we propose Zoho LEarn as a centralised Knowledge Portal tool that can get synched with the other Zoho products and serve as a central Knowledge repository?

• Enhancing Zia's service with better contextual responses and article generation

  Hello everyone, We are enhancing Zia's Generative AI service to make your support experience smarter. Here's how: Increased accuracy with Qwen One of the key challenges in AI is delivering responses that are both contextually accurate and empathetic while

• Marketer's Space - Going beyond basics: Smarter ecommerce marketing with Zoho Campaigns

  Hello Marketers, Welcome back to this week's Marketer's Space. In the last post, we discussed the basics of email marketing and how to get started with email marketing in ecommerce. In this part, we'll dive much deeper into some other advanced features

• Experience effortless record management in CRM For Everyone with the all-new Grid View!

  Hello Everyone, Hope you are well! As part of our ongoing series of feature announcements for Zoho CRM For Everyone, we’re excited to bring you another type of module view : Grid View. In addition to Kanban view, List view, Canvas view, Chart view and

• Connecting two modules - phone number

  Hi, I’d like some guidance on setting up an automation in Zoho CRM that links records between the Leads module and a custom module called Customer_Records whenever the phone numbers match. Here’s what I’m trying to achieve: When a new Lead is created

• SOME FEATURES ARE NOT IN THE ZOHO SHEET IN COMPARISION TO ZOHO SHEET

  TO ZOHO sir/maam with due to respect i want to say that i am using ZOHO tool which is spreadsheet i want to say that some features are not there in zoho sheet as comparison to MS EXCEL like advance filter and other Features which should be there in ZOHO

• I’ve noticed that Zoho Sheet currently doesn’t have a feature similar to the QUERY formula in Google Sheets or Power Query in Microsoft Excel.

  These tools are extremely helpful for: Filtering and extracting data using simple SQL-like queries Combining or transforming data from multiple sheets or tables Creating dynamic reports without using complex formulas Having a Query-like function in Zoho

• Zoho Marketing Automation 2.0 - Landing Page function not working

  Dear Zoho Team, I am working on implementing Zoho Marketing Automation 2.0, and am now looking into the section "Lead Generation". If I open the "Landing Pages" section, I immediately get an Error code: Error: internal error occurred. Can you help me

• Auto select option in CRM after Zoho Form merge

  Hi, I have a dropdown field in Zoho CRM that is filled with a Zoho Form. The data is filled but not automatically shown. After selecting the right value in the dropdown the information a second field is shown. So the question is; how can I make the dropdown

• Unable to use Sign "You have entereed some invalid characters"

  Unable to use Sign "You have entered some invalid characters" I do not see any invalid characters. The text in "Leave a Note" is plain text which I entered directly into the field. See attached screenshot

• Default Sorting on Related Lists

  Is it possible to set the default sorting options on the related lists. For example on the Contact Details view I have related lists for activities, emails, products cases, notes etc... currently: Activities 'created date' newest first Emails - 'created

• Elevate your CX delivery using CommandCenter 2.0: Simplified builder; seamless orchestration

  Most businesses want to create memorable customer experiences—but they often find it hard to keep them smooth, especially as they grow. To achieve a state of flow across their processes, teams often stitch together a series of automations using Workflow

• Messages not displayed from personal LinkedIn profile

  Hello. I connected both our company profile and my personal profile to Zoho social. I do see all messages from our company page but none from my private page. not even the profile is being added on top to to switch between company or private profile,

• "Performed changes in the query is not allowed due to following reason" when adding columns or reordering data

  I'm trying to make changes to a query but every time i try to save it i get this error message. I'm not touching the data it's flagging. All I've tried to do is reorder a couple of fields and add a new one. Why won't it let me do this? It's a core query

• Onboard new users easily with native screen recording in Zoho Projects Plus

  Communication involving both visual and audio elements tends to capture more interest among the audience. Whenever we onboard new employees to the organization, the task of engaging them in the induction sessions, and keeping the spark going in their

• Request to Add Support for PDF Templates and More Flexibility in Email Editor

  Hi Zoho Campaigns Team, I hope you're doing well. I wanted to share some feedback and request a few improvements in the Email Template feature of Zoho Campaigns. Right now, we can create email templates using the HTML editor, which is helpful. But we’re

• 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

• Meet Canvas' Grid component: Your easiest way to build responsive record templates

  Visual design can be exciting—until you're knee-deep in the details. Whether it's aligning text boxes to prevent overlaps, fixing negative space, or simply making sure the right data stands out, just ironing out inconsistencies takes a lot of moving parts.

• Zoho Desk Android and iOS app update: Agent detail overview

  Hello everyone! We’ve introduced agent detail overview on the Zoho Desk Android and iOS app update. With this feature, you can get a complete view of agent’s tickets, response times, logged hours (for both tickets and activities), customer happiness ratings

• Blog Widget: Show recent blog posts on my homepage

  Hey there I am using the Zoho Sites Blog feature. On my homepage, on the bottom I'd like to have a featured content section where I show some of my blog posts (selected, most recent, filtered by category and so on...). It would be nice to have a blog

• YouTube Live #2: Agreement Intelligence with Zoho Sign's eSign AI assistant

  Hi there, We're back again with our YouTube live series and this time, we'll take you through our holistic agreement intelligence powered signature workflows. Struggling to draft an agreement? Need help double-checking clauses and going through complicated

• How to iterate through excel data using zoho rpa

  I wanted to iterate or loop through excel data ( datatable). How can i do that

• Update on the client portal URL for Guest users

  We’re updating the way Guest users access their Connect network. As part of this change, all client organization portals used by Guest users will now be accessible through a dedicated domain specific to each data center. The access URLs mentioned here

• Zoho Commerce

  Hi, I have zoho one and use Zoho Books. I am very interested in Zoho Commerce , especially with how all is integrated but have a question. I do not want my store to show prices for customers that are not log in. Is there a way to hide the prices if not

• Mass (Pull back) (Close WOs) (Close APs)

  Hi develop team. Just idea because Zoho FSM is great but its too manual. we have a lot of task to do every day and the system needs to have more features to automatic our tasks. I need to close several WOs, APs and Pull Back per day. Please we need mass

• Workdrive on Android - Gallery Photo Backups

  Hello, Is there any way of backing up the photos on my android phone directly to a specific folder on Workdrive? Assuming i have the workdrive app installed on the phone in question. Emma

• Customising Zohidesk portal default widgets

  Hello, I'm wondering how could I customise the default widgets such as "popular topics", "popular articles" using CSS or to make the tiles at the bottom match the ones that I made in the picture attached. I have made some custom widgets and edited them

• Microsoft Teams now available as an online meeting provider

  Hello everyone, We're pleased to announce that Zoho CRM now supports Microsoft Teams as an online meeting provider—alongside the other providers already available. Admins can enable Microsoft Teams directly from the Preferences tab under the Meetings

• Add Custom Reports To Dashboard or Home Tab

  Hi there, I think it would be great to be able to add our custom reports to the Home Tab or Dashboards. Thanks! Chad

• If there’s a batch at the end, the ‘mark as inactive’ function doesn’t work.

  when my batch has a date to batch end and I "mark as inactive" he batch does not obey the status and reactivates the batch.

• Seamless multilingual messaging and tone control in Zia IM Composer

  Hello everyone! Managing customer conversations across multiple languages can be time-consuming. Using Zia in the Instant Messaging (IM) Composer helps you overcome this by providing tools to translate content, adjust your tone, and refine your messages

• Customer happiness customisation

  Hi, I was wondering if it's possible to somehow customise to whom and when customer happiness request is sent? Can you enable it only for selected tickets for example based on workflow or any other criteria (customer name, tag or anything else)? Also

• Workflow Failure - Notifications

  Good afternoon, I have just experienced an error whereby a Workflow failed, for a reason currently unknown. The problem is that one of my users had to flag this manually (thankfully he's very thorough) and this otherwise would have flown under the radar.

• Advanced Deluge help needed with custom function and COQL limits

  I have a scheduled function that takes a snapshot of specific metrics and saves them to a custom module. However I'm struggling with the limits of COQL. I attach my full code, but an example of the issues I'm having is that it's erroring with a 'Limit

• Tip of the Week - Conditional Formatting Chart

  Conditional formatting allows you to highlight your data series based on a pattern or a trend in your data. This makes it easy for you to identify when your data reaches certain values or when it deviates from the trend.  Zoho Analytics allows you to

• Zoho Learn - AI Translate

  Hi Learn team, I had a situation today where I was providing training to a client team and I had written articles into their Zoho Learn to support their learning. I realised that one of the team members was a non-native English speaker and they were struggling

• Payroll In Canada

  Hi, When can we expect to have payroll in Canada with books 

• Power of Automation :: Auto-Sync Custom Date Field Between Related Tasks via Blueprint Transition

  Hello Everyone, A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automate

• Introducing auto-upgrade in Zoho LandingPage

  Hi everyone, We’re excited to share an upcoming update to help you get the most out of your landing pages — the auto-upgrade option, launching on October 22, 2025. Your landing pages are designed to bring in leads, and we want to make sure you never miss

• Workdrive comment links stopped working.

  I have marked a PDF file with 95 comments, they have worked for a while. When i clicked on them they brought me to the correct page and showed me the outline that i had drew on the plans. The comments included the page number of the outline, but now it

• Next Page