Plan requirement
| Subscription | Any plan |
| Access | Admin |
A Zendesk Talk number can be used for WhatsApp, with a verification step that has one awkward moment.
Why you might
One number for calls and WhatsApp is simpler for customers and easier to publish. Where you already have a Talk number people know, using it for WhatsApp too avoids introducing a second.
The verification
- Start the WhatsApp setup and enter the Talk number.
- Choose voice verification rather than a text message.
- WhatsApp calls the number and reads out a code.
- Answer that call in Zendesk, note the code, and enter it.
The awkward moment
Somebody has to be watching the Talk queue to answer that call, and it comes with no warning about when. Arrange for an agent to be available and expecting it, rather than hoping.
A missed verification call means starting the step again.
Voice, not text
A Talk number generally cannot receive the text message WhatsApp would otherwise send, so voice verification is the route. Choosing the text option and waiting is a common few minutes lost.
Both channels then work
Calls continue to arrive in Talk and WhatsApp messages arrive as messaging tickets. They are separate channels on one number, and each needs its own routing and hours.
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