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.