Whatsapp triggers

Technical assistance
1

Infos:

  • Used Zammad version: 6.4
  • Used Zammad installation type: (source, package, docker-compose, …)
  • Operating system: Windows 11
  • Browser + version: chrome131

Expected behavior:

  • Create triggers for whatsapp Channel, like a " Tour ticket Number Is xxxx" in First contact, etc
  • Enable whatsapp Channel for send any triggers.

Actual behavior:

  • Today cant to make any rule that the Channel for send Will be whatsapp Channel, i can select e-mail, webhook, notes, etc

Steps to reproduce the behavior:

  • Create new trigger and select whatsapp how Channel for send (not exist).
2

Currently, this is not possible, because WhatsApp-Business has some limitation relation to “direct” contact of a person. To make this really working in a good way and to avoid unexpected behaviours (e.g. the 24-h customer window is already closed and the trigger can not sent seomthing), we would need to add WhatsApp-Business-Tempalte support (but this means also that the usage is difference from “cost” perspective on WhatsApp-Business side).

3

Suddenly the trigger has something like, only process the trigger when the 24-hour window is open, right? Otherwise, just send a public note.

4

Hello I would like to add some information to that topic. and share some examples of use for triggers and schedulers.

Add information of costumer service’s working hours depending on messaging time:

  1. costumer contacts us and gets an automated “Thank you for your message” reply. (that is already integrated
  2. depending on our costumer service’s working hours they will get A) no additional message, when costumer service is working OR B) an additional triggered message, that “our team will answer as soon as possible, working hours are 08am till 5pm”

Inform costumers that they will have to text us in between or Monday, when ticket could not be closed before weekend (trigger):

  1. costumer service is in contact with a person, but will not be able to solve the problem before the weekend
  2. message for every open whatsapp ticket that is open on 5pm on Friday (scheduler): “we will be there for you on Monday. Please answer to or messages over the weekend to keep the conversation open or text us again on Monday” → just to inform the costumer beforehand, that there will be limitations over the weekend.

I do know that there is this 24h timewindow. But I do really think, that triggers and schedulers would be very useful AND the companies Zammad admins know about the 24h window and should be able to design the trigger/schedulers respectively. When a message created by a trigger/scheduler would be sent after 24h it will just not be sent.

Is there a chance we can personalize our companies Whatsapp communication any time soon?

5

At least you can currently customize the reminder that is sent out before the 24-hour window is over.

Don’t know if there is already a feature request for this topic, but this can be created. But currently, we have a little bit of a different focus in the product development.

6

Yes I know, and that is already a good first step. Although for our costumers I would love to be able to adjust the timing of the reminder (already after 22hours for example), because when people work they might not see the message early enough when it’s only a 1h time window to answer.

Thanks for letting me know! Would you please open a topic for this? We will run a testphase with WhatsApp soon, but I am afraid that integrating WhatsApp in our customer support is not going to work for us, if it’s not possible to create trigger/scheduler for WhatsApp.