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Message your customers on Zendesk through Connectly

If you are using Zendesk as your main CRM you can route WhatsApp messages to Zendesk.
Customer conversations will be shown as tickets in Zendesk. Whenever you post a reply on the ticket the customer receives a WhatsApp message with your reply.

Instructions

Pre-requisites

  1. 1.
    Please contact [email protected] to request Zendesk integration functionality. If you do not contact the integration will not work

Zapier setup

  1. 1.
    Sign up for Zapier account at https://zapier.com/sign-up​
  2. 2.
    Follow this link to use Connectly-Zendesk Zap template
  3. 3.
    Follow the steps on this video​
    1. 1.
      Fill in the Input Data
    2. 2.
      ​
      ​
    3. 3.
      Paste this code in the second step Code by Zapier // this is wrapped in an `async` function
      // you can use await throughout the function
      let number = inputData.senderPhoneNumber;
      number = number.replace("+", '');
      let outputData = {
      "name": inputData.senderName,
      "text": inputData.messageText,
      "phoneNumber": inputData.senderPhoneNumber,
      "email": number + "@connectly.ai"
      };
      return outputData;
  4. 4.
    Press Turn On Zap

Zendesk setup

  1. 1.
    Go to this link https://<YOUR_ZENDESK_WORKSPACE>.zendesk.com/admin/apps-integrations/webhooks/webhooks
  2. 2.
    Follow the steps on this video​
  3. 3.
    For the Webhook URL paste this URL: https://api.connectly.ai/proxy/businesses/<CONNECTLY_BUSINESS_ID>/send_message​
  4. 4.
    Go to this link https://<YOUR_ZENDESK_WORKSPACE>.zendesk.com/admin/objects-rules/rules/triggers
  5. 5.
    Follow the steps on this video​
  6. 6.
    Use this code snippet for the JSON Body {
    "recipient": {
    "channelType": "whatsapp",
    "id": "{{ticket.requester.phone}}"
    },
    "message": {
    "text": "{{ticket.latest_comment}}"
    }
    }
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Last modified 1yr ago