Identify Users on WhatsApp in Zendesk - Frequently asked questions
Discover solutions to common issues with user identification on WhatsApp in Zendesk. Learn how to troubleshoot and resolve identification problems effectively.
Frequently asked questions
Why are WhatsApp users not correctly identified in Zendesk?
When a user messages through WhatsApp, they are not automatically associated with the existing user profile in Zendesk Support that has the same email or phone number. This is because Zendesk creates a new user profile the first time a user…
How can I merge duplicate user profiles in Zendesk?
Merging duplicate user profiles in Zendesk is a way to ensure that all interactions from a user are consolidated under a single profile. This is particularly useful when a new user profile is created when a user messages through WhatsApp. To merge…
Is the creation of new user profiles for WhatsApp messages a permanent issue?
Yes, currently, when a user messages through WhatsApp for the first time, Zendesk creates a new user profile, even if their contact information matches an existing profile. This behavior is part of the system's current design. While this might…
Are there any solutions to automate merging WhatsApp users in Zendesk?
Yes, some users have created automations to help with merging WhatsApp users in Zendesk. These automations can streamline the process of merging duplicate profiles, reducing the need for manual intervention. For instance, one user mentioned…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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