Plan requirement
| Subscription | Any plan |
| Access | Admin |
WhatsApp in Zendesk behaves like any other messaging channel, with one difference: strict rules about who may message first.
What it looks like day to day
A customer messages your WhatsApp number. That becomes a ticket, routed and answered like anything else. The agent replies from the Agent Workspace; the customer sees it in WhatsApp.
Nothing about the agent's workflow is special, which is the point of bringing it into Zendesk.
The rule that shapes everything
You may reply freely for a period after the customer's last message. Outside that window, a normal reply will not send, and you need an approved template instead.
That single rule explains templates, why proactive messaging is restricted, and why a conversation parked overnight can become impossible to answer.
What you need to run it
- A phone number that is not already used on WhatsApp.
- A business account with WhatsApp.
- A verified business profile.
- Approved templates, if you want to message first.
Setting this up takes longer than connecting a Facebook page, mostly because of the verification.
Where it fits
Where your customers already use it, which in much of Europe is nearly everyone. It suits short exchanges, order questions and anything mobile.
It suits long technical conversations less well, and the reply window is a real argument for moving those to email.
Thinking about adding WhatsApp? Talk it through with us first. The setup involves number verification and templates, and it is considerably easier to get right the first time than to unpick afterwards.
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