Why WhatsApp Users Aren't Identified in Zendesk
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 messages through WhatsApp, even if their contact information matches an existing profile.
To resolve this, you can merge the newly created end user profile with the existing one. It's important to ensure that both end user roles match for the merge to be successful. Once merged, future messages from the user through WhatsApp will be correctly identified and associated with the existing profile upon ticket creation. For more details on merging users, you can refer to the article: Merging a user's duplicate account.
More related questions
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 seem…
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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