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Hi everyone,

We’re using Freshdesk along with WhatsApp and are looking for a way to set up an automatic reply when messages come in outside of our business hours.

I’ve tried using the API endpoint /api/v2/tickets/eid]/reply, but unfortunately, it’s not working as expected.

Has anyone successfully implemented this or can share some tips on how to achieve it? Any help would be greatly appreciated!

Thanks in advance! 😊

Hi ​@mh6 ,

I hope you are doing well :)

I understand that you want to reply automatically to whatsapp tickets, Please note that the API end point works only for email and not for conversations or numbers. However we will record this as a feature request from our side. 

Feel free to respond to this thread for any queries :)

Thank you

Hi ​@mahendarsingh,

thank you. Yes, please add it as a feature request.

Is there any other possibility to add automatically replies for whatsapp tickets?

 

Thanks

​@mh6 I’m afraid the bulk update, API or even webhook will not work for Whatsapp tickets. However on Freshchat you can set proactive campaigns https://crmsupport.freshworks.com/support/solutions/articles/50000003718-send-proactive-messages-using-whatsapp-campaigns-in-customer-journey

Hi everyone,

We’re using Freshdesk along with WhatsApp and are looking for a way to set up an automatic reply when messages come in outside of our business hours.

I’ve tried using the API endpoint /api/v2/tickets/eid]/reply, but unfortunately, it’s not working as expected.

Has anyone successfully implemented this or can share some tips on how to achieve it Ant substrates? Any help would be greatly appreciated!

Thanks in advance! 😊

To set up an automatic reply for messages outside of business hours in Freshdesk with WhatsApp, you can create a time-based automation rule in Freshdesk that triggers an automatic reply when a ticket is created outside of your business hours. You may also need to adjust the API integration to check the message's timestamp before sending a reply. This way, if the message is received outside of business hours, the system will automatically send a pre-set response. If you’re still facing difficulties, I’d recommend reaching out to Freshdesk support for more guidance on integrating WhatsApp with time-based automation.

​@motaro 
I’m afraid the bulk update, API or even webhook will not work for Whatsapp tickets. However on Freshchat you can set proactive campaigns https://crmsupport.freshworks.com/support/solutions/articles/50000003718-send-proactive-messages-using-whatsapp-campaigns-in-customer-journey

I will have this request raised as a feature request from my side.

Thank you.

Setting up an automatic reply outside business hours with Freshdesk and WhatsApp is a great way to ensure customers get timely responses. It can improve customer satisfaction and streamline your support process. For hosting your customer support tools or projects, Clubhosty offers reliable and fast hosting solutions!

​@Clubhosty I completely agree with the feature request part and will add a +1 from my side. 

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