We are building a native integration with WhatsApp to provide you with a better integration experience. With this upgrade, you will be exposed to a bunch of new capabilities such as,

  • Ability to setup automations incoming WhatsApp messages
  • Filters tickets with WhatsApp as the channel of communication
  • Setup SLAs for WhatsApp interactions
  • Native text editor for replies
  • Analytics to track the metrics for WhatsApp conversations


All you have to do to complete this upgrade is a simple OTP verification. Please note that this upgrade  is only for existing customers, who have already integrated WhatsApp with Freshdesk. 


As a pre-requisite, please ensure that your WhatsApp (Early Access) app is updated to the latest version 24 hours before the upgrade. You can update the app by navigating to Admin-> Support Operations -> Apps and then clicking on the Update button. If you can’t see the Update option then the app is already in the latest version



Important Notice

  • This is a mandatory upgrade and cannot be skipped. While this process would not cause any downtime, we suggest you to do this during outside of business hours/lead days

  • Please keep your registered device ready to receive the OTP. If you don’t have the device with you, please reach out to [email protected].

  • You can receive the OTP via a Voice call or SMS. For Voice calls, please ensure that your automated answering machine (IVR) is switched off.

  • You continuously attempt 3 times to receive the OTP and update your account. If the 3 attempts are exhausted, then you have to wait for 2 hours to try again.

  • The integration process should be completed within 12 days from the date you receive the initiation email.




Step to follow:


Step 1: 

Login to Freshdesk, click on Admin→ Channels → WhatsApp. 



Step 2:

 You will  see your account status as Account Verified. Please click on Verify your number to proceed



Step 3: 

You can receive the OTP via Voice call or via SMS. We suggest using Voice call.




Step 4: 

Once you provide the OTP, click on Submit wait for the confirmation message. 



Step 5: 

Once you receive the success message, you should verify your business profile information by clicking on the Finish Setup button.



Step 6: 

Enter the details of your business and click on Save your profile.


 


Step 7:

The final step is to disable the existing WhatsApp (Early Access) in the Admin -> Support Operations -> Apps section




Frequently Asked Questions


I can’t see the WhatsApp icon in the Admin settings page.

Please reach out to [email protected] immediately to check this issue, as this is highly unlikely to happen.



I have integrated using Toll-Free or Virtual or landline numbers.

Choose the “Voice” option to receive OTP and ensure the automated answering machine disabled until the process is completed.



Will there be any disruption or downtime during the upgrade process? 

No, your existing integration will continue to work and you can continue engaging with your customers over WhatsApp.


Where can I view my business profile information post-upgrade ?

All the business profile information and settings related to WhatsApp can be viewed by clicking the WhatsApp icon is Admin settings page.


What if I don’t not have the WhatsApp business registered mobile device handy?

It’s necessary to have the device handy for OTP confirmation. Please reach out to the [email protected] if you do not have it with you.


How many times can I receive the OTP?

You can receive the OTP for a total of 3 times continuously. If you’ve already attempted all 3 times, you will have to wait for 2 hours to retry again. If you face any issue,please reach out to [email protected]. 


I didn’t receive any OTP via both Voice call and SMS. What should I do now?

We suggest you redo the same step after 15 mins to 30 mins while ensuring you have good mobile network connectivity.

For Voice call: Please ensure the automated answering machine (IVR) is disabled until the process is completed.

If the issue still persists, please reach out to our [email protected].


I’m receiving an error message after inputting the OTP.

Please ensure you have provided the correct OTP.  Each OTP is valid for 4 hours, so you can retry by selecting the "Already have code" option to submit the OTP.

If the validity period has expired, kindly retry from the beginning.

If the issue persists, please reach out to [email protected] for updating the same from the backend. 


My business profile information is incorrect.

Please reach out to [email protected]. They will update the details for your organization.


I’ve completed the OTP process, but I’m unable to send or receive any messages.

Please reach out to [email protected] immediately to check this issue, as this is highly unlikely to happen.


Why do I need to disable my existing WhatsApp (Early Access) app in the final stage?

We are providing a Native integration for WhatsApp and Admin can access that from Admin settings page. The WhatsApp (Early Access) app is no longer needed.