Plan requirement
| Subscription | Suite Team or higher |
| Access | Admin |
Connecting the number to Zendesk once verification is done, and confirming that messages arrive as tickets.
Add the channel
- Open Admin Center, then Channels, then Messaging and social, then Messaging.
- Click Add channel and select WhatsApp, then Continue with WhatsApp to open the setup flow.
- Sign in and select the business account and the number.
- Grant the permissions requested.
- Assign the channel to the right brand.
- Message the number from your own phone and confirm a ticket appears.
One attempt, if the business account is not verified yet. Where your WhatsApp business account has not been verified, you get a single pass through this flow. Adding further numbers is only possible once verification is complete. So do not open it to have a look: have your business details and the right number to hand before you start.
Set the brand deliberately
The brand decides routing, service levels and which help centre applies. A WhatsApp channel left on the default brand in a multibrand account misroutes everything, and it looks fine.
Before you publish the number
- Routing. Which group receives WhatsApp conversations.
- An out-of-office response. People message WhatsApp at all hours.
- Capacity, so agents are not handed more live conversations than they can hold.
- The business profile, which customers see: name, description, opening hours.
Test from a real phone
Send a message, an image and a voice note. Check each arrives, check the reply gets back, and look at what the profile shows on the customer's side.
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