The process to integrate WhatsApp with Zendesk is as follows. WhatsApp is one of the messaging channels in Zendesk, and a Meta Business account and WhatsApp Business number are required.
✅ WhatsApp Integration Process (Zendesk Messaging)
1. Preparation
Before integration, you need to prepare the following:
| Item | Description |
|---|---|
| Meta Business Account | Registered account in Meta Business Manager |
| WhatsApp Business Number | Phone number to be integrated (existing WhatsApp number will be reset) |
| Zendesk Suite | Zendesk Suite or Support + Messaging activated plan required |
| Enable Messaging Feature | Enable Messaging in the Admin Center |
2. Set Up WhatsApp Business Connection in Meta
▷ Connect WhatsApp channel in Meta Business Account:
- Meta for Developers: WhatsApp > Getting Started
- Proceed with "Add WhatsApp Account" in Business Manager
- Register phone number (SMS/call verification required)
- Message templates can be pre-registered
3. Add WhatsApp Channel in Zendesk
📍 Path:
Zendesk Admin Center → Channels > Messaging > Messaging Settings → Add Channel
- Select WhatsApp
- Connect to Meta Business account (Meta login required)
- Select Business Account
- Phone number verification
- Channel connection complete
4. Configure Incoming/Outgoing Templates
- WhatsApp allows free responses within 24 hours of customer outreach
- After 24 hours, only Meta-approved template messages can be sent
Template Configuration Tips:
- Register in Meta Business Settings > WhatsApp > Template menu
- Approval required for each language
- Example: "Hello, can I assist you?" / "Here is the information you requested."
5. Set Up Automation and Routing
- Convert messages coming into the WhatsApp channel in Zendesk into tickets
- Omnichannel routing or trigger/macro settings are possible
- Integration with Answer Bot is also possible
🔐 Security and Authentication Precautions
- WhatsApp number is based on Meta Cloud API, and is not compatible with personal WhatsApp app
- The number used with the existing WhatsApp Business App must be reset (only the number is used)
- Zendesk only supports WhatsApp based on the Meta Cloud API
📌 Summary Checklist
- Create a Meta Business account
- Prepare WhatsApp Business phone number
- Activate Zendesk Messaging
- Connect Meta account with Zendesk
- Register message templates (Meta approval required)
- Set up triggers and consultation flows
Comments
0 comments
Article is closed for comments.