1) I have an existing number, and I would like to have WhatsApp integration for the same.
Yes, it is possible to have it integrated Please check if your Fresh Desk account is on Garden or higher plans/ Pro and Enterprise/ Omnichannel plans. If yes, share this article and inform the customer that WhatsApp is a free integration.
2) Would like to set automation to send an auto-response to WhatsApp tickets like ticket creation automation
The global email notification wouldn’t be applied as Freshdesk is a ticketing system where the email address is the unique identifier. So the system would look for an email address which isn’t the case with WhatsApp tickets, and it wouldn’t work. WhatsApp tickets don't hold email addresses as contact information.
3) What is the time duration for the whole integration process?
It ideally takes 4 to 5 business days in case of any technical difficulties, it would take 2 weeks as some of the processes depends on Facebook’s approval which we do not have control of.
4) What would be the source of WhatsApp tickets on the helpdesk?
The source of all WhatsApp tickets would be Whatsapp by default.
5) How would the WhatsApp messages from the customers be threaded, and could they be customized?
It is based on the threading interval configured, and it is customizable. By default, this is set to 24 hours, and any replies coming in after 24 hours will create a new ticket inside Freshdesk. This could be customized under app settings and can be extended up to 48 hours as per their requirement.
6) What happens when a customer adds the business WhatsApp number to a group and messages?
Group conversations are not supported/possible with WhatsApp API. Tickets will not be created inside Freshdesk.
7) What happens when a message is deleted in WhatsApp? Will it get deleted in Freshdesk too?
Clearing the chat or deleting messages from inside WhatsApp will not affect the ticket conversation inside Freshdesk in any way, as we hold the data separately on our end.
8) Are attachments supported?
Yes.
9) Can I associate multiple WhatsApp numbers with a Freshdesk account?
Yes, one Freshdesk account can integrate with up to ten WhatsApp numbers.
10) Would like to have WhatsApp business account verified (green tick)
To verify the WhatsApp business account, a ticket has to be raised to the Facebook support team, which has to go through SPOCs. Please pass the tickets to WhatsApp SPOCs.
11) Why Facebook Business manager Account is required?
It is one of the prerequisites of the WhatsApp team. It is required to have a dedicated number (it shouldn’t have a business account) and a verified FBM account.
12) Is it required for my agents to have a WhatsApp account?
No. All the conversations would be pushed as tickets
14) Attachment size
The default Freshdesk limitation is 20 MB.
15) Number masking?
Currently, not possible.
16) Change the profile information
This could be done by the Admin from the helpdesk under Admin>Whatsapp >Settings.
17) What if I already have a WhatsApp business API on the same number?
If the number is already registered with a WhatsApp business account/API, it must be deleted.
18) If I don’t want WhatsApp integration, what's the procedure to delete the integration?
Once your number is integrated into WhatsApp with us, it wouldn’t be possible to release that number, and it wouldn’t be possible to use that same number again for WhatsApp business or personal profiles.
19) Can I get the same deleted number to be integrated with Whatsapp?
Unfortunately, WhatsApp doesn’t allow this.
20) Why do I not find the reply option for WhatsApp tickets in the FD mobile app?
Currently, it is taken up as an enhancement request.
21)When I add a public note to WhatsApp tickets, it is not visible to the customer on the WhatsApp end. Why is it so?
Public notes added to WhatsApp tickets would not be visible to the end-users currently as public notes are not supported. Suggest the customers to reply to WhatsApp tickets using the Reply option (in the browser).
22) Messages sent by end-users are not created as tickets / Agent replies are not received by the customer on their WhatsApp end.
Messages sent by end-users are not created as tickets :
Check if the issue is happening to all customer’s messages or from one specific customer where the ticket is not getting converted.
If it is happening for a few customers and not all, check if those numbers are in the deleted contacts list. If not, ask the customer for screenshots of the message content sent by the customer, which did not get converted as a ticket, along with the timestamp and timezone.
Gather the above information and move it to the Whatsapp SPOCs of your region in Open status to check on this.
Agent replies are not received by the customer on their WhatsApp end.
Check if the issue is happening to all customers who are unable to receive messages.
Ensure the agents are not using the public note for replying.
Gather the above information and move it to the Whatsapp SPOCs of your region in Open status to check on this.