We would like to request API support for sending free-form text replies to WhatsApp conversations/tickets managed through Freshdesk Omni.
Currently, Freshdesk Omni allows agents to send free-form WhatsApp replies from the interface, but there is no API endpoint available to send these same free-form messages programmatically.
This limitation makes it difficult to automate WhatsApp conversations and integrate Freshdesk Omni with external systems and automation platforms such as n8n, Make, or custom applications.
Our use case is to:
- Receive events or data from external systems.
- Process them through an automation workflow.
- Send a free-form WhatsApp text reply to an existing conversation through the Freshdesk Omni API.
- Keep the message and conversation fully managed within Freshdesk Omni.
We are aware that WhatsApp has specific rules regarding free-form messages and the 24-hour customer service window. The requested functionality would still respect WhatsApp's messaging policies and would only be used when free-form replies are allowed.
Ideally, Freshdesk Omni would provide an API endpoint similar to the existing conversation/message APIs, allowing an authorized application to send a text message to an existing WhatsApp conversation.
This functionality would be extremely valuable for teams using Freshdesk Omni as their central WhatsApp communication platform while relying on automation and external systems.
Thank you!
