[Extension] How to handle WhatsApp conversations within Zendesk

1. Introduction

2. How the integration works

3. Receive the conversation in Zendesk

4. Reply to the customer

5. End the support session

6. Expected result

7. Support

Brief description: Receive each handoff from Blip Desk as a ticket in Zendesk, with the complete conversation history, and reply to the customer on WhatsApp without leaving Zendesk.

Introduction

When support is transferred from the bot to a person, the team usually switches between Blip Desk and Zendesk to avoid losing the conversation context. With the Zendesk extension, each handoff from Blip Desk becomes a ticket in Zendesk with the conversation history, and the agent continues the support session directly from Zendesk.

Messages and support status are synchronized in both directions in real time: what the customer sends through WhatsApp appears in the ticket, and what the agent replies in the ticket reaches the customer through WhatsApp.

Before you start

Confirm that:

• The extension is installed on the bot and activated by a user with the admin role in Zendesk. Activate Zendesk in Blip Store.

• Blip Desk is enabled with an active WhatsApp channel.

• The bot flow transfers the contact to human support when necessary.

How the integration works

The support process follows this path:

1. The customer starts a conversation through WhatsApp.

2. The bot provides automated support.

3. The conversation is forwarded to human support in Blip Desk.

4. The extension creates a ticket in Zendesk with the conversation history.

5. The agent replies through the ticket in Zendesk.

6. The reply reaches the customer through WhatsApp.

New messages and support status continue to be synchronized between Blip and Zendesk while the conversation is open.

Receive the conversation in Zendesk

When the contact reaches human support, the extension creates a ticket in Zendesk and imports the messages already exchanged in the conversation, from the beginning through the handoff.

In the ticket, the agent can see the contact's available information (name, phone number, and email, when available in Blip) and the entire conversation history.

Reply to the customer

Write the reply in the ticket's comment field and send it. The extension forwards the message to Blip, which delivers it to the customer through WhatsApp. Attachments sent in the comment also reach the customer.

The customer's subsequent messages enter the same ticket, so the entire conversation remains tracked in Zendesk.

Note: only public comments are sent to the customer. Use internal notes for records that should remain visible only to the team, as they are not sent to WhatsApp.

End the support session

After resolving the request, change the ticket status in Zendesk according to the operation's process. When you change the status to Resolved or Closed, the extension ends the corresponding support session in Blip. Reopening the ticket (Open or New) reopens the support session in Blip.

If the customer ends the conversation through WhatsApp, or if it ends due to inactivity, the ticket in Zendesk changes to Resolved.

Expected result

With the integration active:

• Human support sessions arrive as tickets in Zendesk.

• The agent replies to the customer without leaving Zendesk.

• Messages and status are synchronized in both directions in real time.

• The conversation history remains in the ticket.

• The operation uses the processes, groups, and reports it already has in Zendesk.

Support

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

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