Automatic Reply Outside Business Hours with Freshdesk & WhatsApp

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

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.

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