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 seem like a small issue, it can impact the omnichannel experience for businesses that rely heavily on WhatsApp. As of now, there are no official updates on whether this behavior will change, but users can manage this by merging duplicate profiles to ensure correct identification in the future.
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…
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…
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…