Hello, I am testing Zammad with very good results.
I successfully configured a WhatsApp channel, and when my clients send messages to that channel, I can respond without any issues.
What I don’t know how to do is initiate a message from Zammad to my clients. I want to clarify that I have already created a template in Meta.
My question is: does Zammad have this option? If not, is there a way to add it?
Hi @Prolan01,
No, Zammad does not support business-initiated communication. Please see the WhatsApp limitations in the documentation.
Cheers.
Is Whatsapp messages initiate with template in zammad roadmap?
No. As already said: You cannot initiate a WhatsApp message towards to a customer. Only the customer can initiate the conversation. This is a hard limitation from Meta.
At some point, we will reflect the WhatsApp-Channel and also support WhatsApp-Templates for communication outside the 24-h conversation window.
It may also be interesting for the different use cases to have support for initial ticket creation via WhatsApp and also in answer situations. But this needs a longer investigation.
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