Thank you for this release. What happens, if a customer opens a ticket via WhatsApp at Friday evening, when everyone is in the weekend? Then the 23 hour timeframe isn't enough.
Yes that‘s correct. This limitation is enforced by WhatsApp - so not a explicit Zammad thing. I‘m afraid that‘s unlucky for the customer. The customer could keep the conversation activeby daily replying though.
@@that_helpdesk_guy Is this something that can be addressed by configuring a trigger that lets the customer know? So basically a trigger that activates between Friday 6pm and Sunday 6pm, that asks the customer to writ at a alter date (or keep the conversation open)
There's no trigger article available for the WhatsApp channel so that's not possible I'm afraid. You could create a feature request for it. I imagine there was reasons for not implementing this.
Hi, thanks for your update. I have also set up WhatsApp for Zammad but am not receiving the notification at minute 11:00. Do you have any idea what is missing?
I cannot follow. Are you talking about the notification on the upper left regarding a new ticket? If so, make sure you have permission to the group the WhatsApp tickets go to.
Great vid. Do i understand correctly that you cannot use a tel number already assigned to a whatsapp business account? does this mean i will need to buy a new sim to get a new number or could i use a landline number for example
Thanks. I'm not exactly sure, but existing WhatsApp numbers may be an issue (Meta wise) and may need some additional tasks. You can try to add the number directly in the API configuration page of Meta. Maybe that configuration page returns useful error messages if it's not allowed. Maybe this page helps, the migration part is quite on the lower end of the page: developers.facebook.com/docs/whatsapp/cloud-api/phone-numbers Above document gives you a lot more context.
Thank you for this release. What happens, if a customer opens a ticket via WhatsApp at Friday evening, when everyone is in the weekend? Then the 23 hour timeframe isn't enough.
Yes that‘s correct. This limitation is enforced by WhatsApp - so not a explicit Zammad thing.
I‘m afraid that‘s unlucky for the customer. The customer could keep the conversation activeby daily replying though.
@@that_helpdesk_guy Is this something that can be addressed by configuring a trigger that lets the customer know? So basically a trigger that activates between Friday 6pm and Sunday 6pm, that asks the customer to writ at a alter date (or keep the conversation open)
There's no trigger article available for the WhatsApp channel so that's not possible I'm afraid. You could create a feature request for it. I imagine there was reasons for not implementing this.
Good video! Very much appreciated
Thanks for the feedback ❤️
Hi, thanks for your update. I have also set up WhatsApp for Zammad but am not receiving the notification at minute 11:00. Do you have any idea what is missing?
I cannot follow. Are you talking about the notification on the upper left regarding a new ticket? If so, make sure you have permission to the group the WhatsApp tickets go to.
Love the WhatsApp integration!
It surely kept us waiting. Hope it helps your customer support!
Great vid. Do i understand correctly that you cannot use a tel number already assigned to a whatsapp business account? does this mean i will need to buy a new sim to get a new number or could i use a landline number for example
Thanks. I'm not exactly sure, but existing WhatsApp numbers may be an issue (Meta wise) and may need some additional tasks. You can try to add the number directly in the API configuration page of Meta. Maybe that configuration page returns useful error messages if it's not allowed. Maybe this page helps, the migration part is quite on the lower end of the page: developers.facebook.com/docs/whatsapp/cloud-api/phone-numbers
Above document gives you a lot more context.
awsome!!
Thanks! 🙏