Zendesk Alerts for Non-Text WhatsApp Messages
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, image, or video messages can be added to a ticket once it's created, they won't trigger ticket creation on their own. If your account isn't using the social media bot, non-text messages will create tickets automatically.
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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…
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,…
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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