OAPPS WhatsApper - Zendesk Integration for WhatsApp Business Accounts

Introduction

OAPPS for WhatsApp Support (WhatsApper) helps to easily link WhatsApp Business account with Zendesk Support. WhatsApper integration offers a powerful communication channel for our programs to connect with our customers without worrying about the 24-hour messaging rule as well us providing proactive messaging.

Prerequisites:

If your team wants to change to the WhatsApper integration, make sure you have the following:

• Physical SIM Card:

Procure a physical SIM card that will be associated with your WhatsApp Business account. The reason for having a physical number is to help with verification process when setting up the account. 

• Smartphone Device:

You’ll need a smartphone device to set up and manage your WhatsApp Business account. Ensure it meets the necessary requirements for running the WhatsApp Business app.

Configuration Steps:

1. Download and Install WhatsApp Business App:

Download the WhatsApp Business app from your device’s app store (available for Android and iOS).

Follow the setup process, including verifying your phone number and configuring basic business details.

2. Enable Two-Step Verification:

For added security, enable two-step verification in the WhatsApp Business app.

This feature helps protect your account by requiring a PIN code in addition to your phone number during login.

3. Sent support request via support@signpost-help.zendesk.com or directly contact Pascal to set up WhatsApp integration in Zendesk

After integrating the account with Zendesk, it's crucial to manage your account effectively to ensure uninterrupted service and prevent disconnection from Zendesk.

1. Compliance with WhatsApp Policy: Adhere to WhatsApp Policy and guidelines to avoid violations that can lead to account suspension or termination. In unfortunate event that the account gets blocked, contact WhatsApp support via email address smb_web@support.whatsapp.com or help center https://www.whatsapp.com/contact/?subject=messenger. Once you send support request to WhatsApp support team, forward the support ticket/issue ID and the number associated with blocked account to the Tech team to help in following-up with Meta focal person for quick resolution.
2. Avoid Spam and Unsolicited Messages: Ensure all messages sent through WhatsApper are permission-based and relevant to the recipient. Do not send unsolicited promotional messages or spam, as it violates WhatsApp's policies.
3. Provide Clear Opt-Out Instructions: Include clear instructions for users to opt out of receiving messages. This helps maintain compliance and avoids annoying clients.
4. Monitor Response Times: Aim to maintain prompt response times to customer inquiries. Consistently slow responses may lead to account restrictions and clients’ dissatisfaction.
5. Regularly Update WhatsApp: Keep your WhatsApp up to date to ensure compatibility and security.
6. Maintain Continuous Connection with OAPPS Device: Always keep your WhatsApp account connected to the OAPPS device on your phone to ensure seamless communication with Zendesk. Do not log out of the OAPPS device.
7. Avoid Logging Out of the WhatsApp account: Refrain from logging out of your WhatsApp account on your mobile device, as doing so may lead to disconnection from Zendesk.
8. Enable two-step verification: Two-step verification is an optional feature that adds more security to your WhatsApp account. You’ll see the two-step verification screen after you successfully register your phone number on WhatsApp.

When you enable two-step verification, you have the option to enter your email address. This allows WhatsApp to email you a reset link in case you ever forget your PIN, and also helps safeguard your account.

To help you remember your PIN, WhatsApp will prompt you to periodically enter your PIN. There isn’t an option to disable this without disabling the two-step verification feature.

Note: The two-step verification PIN is different from the 6-digit registration code you receive via SMS or phone call.

How to enable two-step verification

1. Open WhatsApp Settings.
2. Tap Account > Two-step verification > Enable.
3. Enter a six-digit PIN of your choice and confirm it.
4. Provide an email address you can access or tap Skip if you don’t want to add an email address. It is recommended to add an email address as this allows you to reset two-step verification and helps safeguard your account.
5. Tap Next.
6. Confirm the email address and tap Save or Done.

Note: If you forgot your PIN, you’ll need to wait 7 days before you can reset it. Alternatively, if you’ve previously added your email address, WhatsApp will send reset instructions to your email. WhatsApp does not verify this email address, so make sure it’s accurate and accessible to you.

Disabling two-step verification:

1. Open WhatsApp Settings.
2. Tap Account > Two-step verification >Disable > Disable.

Change your two-step verification PIN:

1. Open WhatsApp Settings.
2. Tap Account > Two-step verification > Change PIN.

Add an email address:

1. Open WhatsApp Settings.
2. Tap Account > Two-step verification > Add Email Address.

Change an email address:

1. Open WhatsApp Settings.
2. Tap Account > Two-step verification > Change Email Address.