WhatsApp integration has a few major problems that need to be addressed for
- Autoreply to tickets
Current automation is lacking in a lot of ways, with emails I can automate a response immediately to my customers, with WhatsApp there is no such option. So if someone messages out of business hours - they are simply left without any response from the company until we open again
- Multiple Numbers
Freshdesk supports having multiple WhatsApp numbers on an account, however there is no way to distinguish between them. So if a customer sends a message to number A you dont know if they messaged number A,B or C.
example, Number A is for bookings, number B is for accounts and C is for support. Customer messages Number C, but Freshdesk cannot tell us where this came from. A simple solution is to add a tag to the number integration section so that there is a tag from each number and from there automation can be setup. This is exactly how your BETA worked, but you removed it from production….
I recommend you look at respond.io, they automation that can be setup from there is amazing, it is no where near freshdesk in terms of managing tickets and staff etc, but all of this is possible (and more), I highly recommend pushing this feature.
