[Extension] How to send outbound WhatsApp messages through Zendesk

1. Introduction

2. Access the ticket or user profile

3. Open the Blip app

4. Select the template

5. Fill in the variables

6. Send the message

7. Receive the customer's response

8. Important points

9. Support

Brief description: Send approved WhatsApp templates directly from the ticket or user profile in Zendesk, and receive the customer's response in the agent that sent the message.

Introduction

Customers do not always write first. To confirm an appointment, follow up on a pending issue, or resume a conversation, the agent needs to initiate the conversation, and leaving Zendesk to do so disrupts the workflow. With the Blip extension, the agent can send an outbound WhatsApp message without leaving Zendesk.

The message is sent using a previously approved WhatsApp template, and the customer's response is returned to the agent who sent it. To send a template to multiple contacts at once, see bulk sending.

When to use an outbound message

• Confirmation of service or an appointment

• Update on a request

• Payment or due date reminder

• Follow-up requested by the customer

• Reactivation of a conversation

Before you begin

Make sure that:

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

• The WhatsApp channel is active in Blip.

• The Router bot is configured in Blip Desk to send outbound messages.

• There is at least one approved WhatsApp template in the channel.

• You have the customer's phone number with the country code and area code.

Access the ticket or user profile

In Zendesk, open the ticket related to the customer or the profile of the user who will receive the message. From these screens, the extension automatically retrieves the contact's phone number, without the customer having to write first. You can also send the message from the top bar in Zendesk, under the Individual tab.

Open the Blip app

In the ticket or user sidebar, open the Blip app. Make sure the displayed phone number belongs to the correct customer.

If the Phone field is empty, enter the number with the country code and area code.

Example: 5514999999999

Select the template

Under Message template, choose the WhatsApp template to send. The list includes only templates enabled and approved for the channel connected to the extension.

Fill in the variables

If the template contains variable fields, fill in each one before sending. For example, in the following template:

Hello, {{1}}. Your service request number {{2}} has been updated.

Fill in the fields as follows:

• Variable {{1}}: customer's name

• Variable {{2}}: service request number

Do not change the fixed text in the template. The agent only fills in the variables.

Send the message

Review the preview with the phone number, template, and variables. Then click Send. The message is sent from the WhatsApp number connected to Blip, and the extension confirms that it was sent.

Receive the customer's response

When the customer responds, the conversation is routed to the agent who sent the message. If the response generates a ticket within 3 days of sending, that ticket is assigned to the agent who sent the message, who continues the conversation in Zendesk with the conversation history.

Important points

Meta allows conversations to be initiated outside the service window only by using previously approved templates.

Before sending, check:

• Whether the template is approved and available in the channel connected to the extension.

• Whether all variables have been filled in.

• Whether the phone number includes the country code and area code and belongs to a number with WhatsApp.

If the template does not appear in the list, check whether it is approved in the same WhatsApp channel used by the extension.

Support

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

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