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Using WhatsApp in Side Conversations

Updated

 

Many times, we need to send WhatsApp notifications to different people inside the same ticket in Zendesk. Using the WhatsApp Connector, this is a piece of cake. You can enable your agents to do this, and you can do it for FREE.

Zendesk is fantastic in many ways. It lets you talk to your customer using WhatsApp. But if you need to send WhatsApp messages to people other than your customers, then you have a problem.

Imagine you run an e-commerce site. Your customer is asking you why she did not receive her package. You want to send a WhatsApp message to the truck driver. The problem is, you have never reached the driver, not by phone, nor by WhatsApp. He doesn't know what opting in in Facebook is, he doesn't know what Zendesk is, and he doesn't have to.

Since the driver did not start the conversation, you cannot send him a WhatsApp notification. Unless you use a templated message.

You can sort this issue using the WhatsApp Connector. And, if you have a Professional or Enterprise Zendesk license, you can do it for FREE, since you can send 1,000 notifications a month free of charge. Contact us if you want more information on this.

The conversation would go like this:

  1. Customer asks for information (any channel)
  2. Agent replies to customer, ticket is pending
  3. Agent sends a WhatsApp notification to the driver, using a template
  4. Driver replies, using WhatsApp
  5. Agent gets notified on the conversation. It may merge the conversation into the main ticket if needed.
  6. Agent replies to the customer:
    1. If less than 24h have passed, he can reply as usual
    2. If more than 24h passed, he replies using a  WhatsApp templated notification
  7. The ticket is solved. The customer is happy, and so is the agent 😊

You can set up your Zendesk instance with the WhatsApp Connector in several ways to sort this out actually:

  • You can create a macro that sends a predefined message to the driver, as demonstrated in the video
  • You can use the Ticket Sidebar App to deliver that notification
  • You can set up a trigger, so if the customer enters the delivery number in a form or in a bot, a ticket is opened and a notification is sent.

This is only one example; you can tailor the WhatsApp Connector to suit your needs.

Contact us if you want to learn more.

 

 

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