WhatsApp for Zendesk Is Available to Businesses Starting Wednesday

The customer service and engagement provider integrated the messaging app’s Business API

WhatsApp for Zendesk Zendesk
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Zendesk is bringing its customer service and engagement acumen to WhatsApp via an integration with the WhatsApp Business API (application-programming interface) that rolled out Wednesday.

The company said WhatsApp for Zendesk was built on technology from its acquisition of omnichannel messaging platform Smooch in May, adding that it joins similar initiatives on platforms including Facebook Messenger, Twitter, Telegram, WeChat and Line.

Zendesk said in a release that businesses on the WhatsApp platform will not need new work flows or agent training to use WhatsApp for Zendesk for tasks including engaging with customers via WhatsApp, managing messaging conversations and using customizable auto-responders.

They will also have access to a dedicated notification panel to keep them up to date on recent responses via the messaging app.

Zendesk also offers businesses across the globe access to a conversation solutions team to help them best use the WhatsApp Business API and messaging.

The company said WhatsApp for Zendesk is available starting Wednesday to all of its new and existing Support and Suite customers for $5 per agent, per month.

Zendesk vice president, conversational business Warren Levitan said in the release, “WhatsApp for Zendesk marks the next phase of our integration with the WhatsApp Business API as a business solution provider and reinforces our commitment to bringing brands and their customers modern messaging experiences on the apps of their choice. Ultimately, we’re making it easier for companies and customers to communicate in a way that is faster, more convenient and more natural.”

david.cohen@adweek.com David Cohen is editor of Adweek's Social Pro Daily.