[Extension] How to send bulk messages on WhatsApp through Zendesk

1. Introduction

2. Prepare the CSV file

3. Open bulk messaging in Zendesk

4. Select the template and fill in the variables

5. Upload the phone number file

6. Start sending

7. Monitor responses

8. Support

Brief description: Upload a CSV of phone numbers in the top bar of Zendesk and send an approved WhatsApp template to the entire list at once, without leaving Zendesk.

Introduction

Notifying an entire customer base one by one does not scale. With the Blip extension, a Zendesk administrator uploads a list of phone numbers in CSV format and sends an approved WhatsApp template to all contacts on the list at once, directly from Zendesk. To send a message to a single contact, see individual active message sending.

When to use bulk messaging

• Maintenance or outage notifications

• Appointment confirmations and reminders

• Order updates and due date notifications

• Announcements and campaigns for a specific customer base

Before you start

Confirm that:

• The extension is installed and enabled in Zendesk. Enable Zendesk in Blip Store.

• You have an admin role in Zendesk. Bulk messaging is restricted to administrators.

• The WhatsApp channel is active in Blip.

• The Router bot is configured in Blip Desk for sending active messages.

• An approved WhatsApp template is available for sending.

• The contacts have authorized receiving the messages.

Prepare the CSV file

Create the file in Blip audience format. The extension reads only the phone numbers from the file: the template and variables are defined in the extension itself and applied to all contacts on the list.

In the file:

• The first line is the header.

• The phone number is in the first column, with ; as the separator between columns.

• Each number includes the country code, area code, and phone number, for example, 5514999999999.

Follow the Blip audience file configuration and save it in .csv format.

Open bulk messaging in Zendesk

In the top bar of Zendesk, open the Blip app and select the Bulk tab. This tab is available only to administrators.

Select the template and fill in the variables

Under Message template, choose the approved WhatsApp template that will be sent to the list. The list includes only templates enabled and approved on the channel connected to the extension.

If the template has variables, fill in each field. The values entered here apply to all contacts on the list, so use variables that apply to the entire communication.

Upload the phone number file

In the Phone numbers field, upload the CSV file prepared in step 1. The extension extracts the numbers from the file for sending.

Start sending

Review the preview with the template and variables, check the phone number file, and click Send. The extension processes the list and sends the WhatsApp template to the numbers in the file. If the file does not contain any valid phone numbers, the extension notifies you that the list is empty before sending.

Monitor responses

When a customer responds, the conversation can be routed to Zendesk for support. If the response generates a ticket within 3 days after sending, it is assigned to the administrator who initiated the send, who can continue the conversation in Zendesk with the support history.

Support

If you have questions or problems with the extension, contact us at support@wiv.com.br.

Need more help? Explore our content at Blip Academy or Blip Community, watch tutorials on our YouTube channel or get answers to your questions through our support channel 😃