WhatsApp Media Messages Not Creating Tickets in Zendesk
Why aren't WhatsApp audio, image, or video messages creating tickets in Zendesk?
WhatsApp audio, image, or video messages don't create tickets in Zendesk because they require a text message to trigger the ticket creation process. When using a social messaging bot in WhatsApp, Zendesk needs an initial text message to direct the flow steps and create a ticket. Once a ticket is created from a text message, any subsequent audio, image, or video messages will be added to that ticket.
Unfortunately, Zendesk cannot proactively alert users about this non-text message behavior due to limitations in WhatsApp integration. However, if your account isn't using the social media bot, non-text messages will create tickets. For more details, you can refer to theoriginal article.
More related questions
How can I ensure WhatsApp messages create tickets in Zendesk?
To ensure WhatsApp messages create tickets in Zendesk, start with a text message. Zendesk's social messaging bot requires an initial text message to trigger the flow steps and create a ticket. Once the ticket is created, any additional audio,…
Can Zendesk alert users about non-text messages in WhatsApp?
Zendesk cannot proactively alert users about non-text messages in WhatsApp due to integration limitations. The platform requires a text message to trigger the ticket creation process when using a social messaging bot. This means that while audio,…
What happens to WhatsApp media messages in Zendesk without a social media bot?
Without a social media bot, WhatsApp media messages like audio, image, or video can create tickets in Zendesk. This is different from accounts using the social messaging bot, where a text message is required to initiate ticket creation. In accounts…
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