One queue
WhatsApp tickets sit next to email, Messenger, Instagram and website chat, with a WhatsApp icon before the subject.
WhatsApp Business
WhatsApp for customer support: connect it to your team
ZynTrail connects your WhatsApp Business number through Meta's official WhatsApp Cloud API, so customers' messages arrive as tickets in the same queue as email and the website chat. Anyone on the team can answer, the reply goes back on WhatsApp, and the conversation stays on the customer's timeline instead of on one person's phone.
WhatsApp is in Pro and Enterprise. Messenger and Instagram are in every plan.
From the inside
How a WhatsApp message becomes a ticket
- 01
It arrives through the Cloud API
A customer writes to your business number, and the message reaches ZynTrail through the official WhatsApp Cloud API. If the same message is delivered twice, the repeat is skipped.
- 02
The sender is recognised
The phone number is matched against your contacts, so a message from a customer you already know is filed under that customer.
- 03
Files are kept
Photos, documents and voice messages up to 25 MB are downloaded and stored with the message, rather than left behind a link that expires.
- 04
It joins the open ticket or starts a new one
If the customer already has an open ticket, the message continues it. If their last ticket was solved, a new one opens and the team is notified.
- 05
The reply goes back on WhatsApp
The agent answers from the ticket and the customer receives a WhatsApp message. Replies go through a delivery queue that retries a failed send, and each message shows its delivery status.
For the team
What your team gets from WhatsApp in a help desk
For the people answering, a WhatsApp message is one more ticket in the queue they already work from. Nobody has to pass a phone around.
The customer's whole history
The conversation sits on the customer's timeline, next to their calls and emails, so the next person to answer knows what was said.
Canned replies and notes
Type “/” for a saved reply. Internal notes stay inside the team and never go out on WhatsApp.
The AI assistant
The assistant can draft a reply in a WhatsApp ticket, in the customer's language, or answer by itself in the hours you set.
Team alerts by WhatsApp
Separately from customer messages, your team can be told on WhatsApp about a new ticket, a new reply, an SLA warning or an SLA breach.
Messenger and Instagram too
Messenger and Instagram work the same way and are in every plan, from Start.
Before you start
What you need to connect WhatsApp
- A WhatsApp Business account in Meta, with the phone number your customers will write to.
- The Pro or Enterprise plan in ZynTrail.
- An admin, who connects the number once in ZynTrail's messaging channel settings.
The connection uses the official Cloud API rather than an unofficial bridge to the phone app, so it does not depend on a phone staying switched on somewhere in the office.
Before you write to us
Questions about WhatsApp for customer support
Which plan includes WhatsApp?
Pro, at €149 a month excluding VAT for up to 25 people, and Enterprise. Messenger, Instagram and the website chat are in every plan, from Start at €35 a month.
Is it the official WhatsApp API?
Yes. ZynTrail connects through Meta's WhatsApp Cloud API, the official route for businesses. You need a WhatsApp Business account in Meta with the number customers write to.
Are photos and voice messages kept?
Yes. Photos, documents and voice messages up to 25 MB are downloaded and stored with the message in the ticket.
How does ZynTrail know which customer is writing?
By phone number. The sender's number is matched against your contacts, and the message is filed under that customer.
Can the team get notifications on WhatsApp?
Yes, on Pro and Enterprise. A WhatsApp alert tells the team about a new ticket, a new reply, an SLA warning or a breach. Telegram alerts are available from Business up.
See it against your own case
Tell us how many people answer customers and which channels your enquiries come in on. We will walk you through the screens your team would actually use, with your own case in place of a demo script.
Every plan starts with a 30-day trial of the Pro features, which is everything except telephony.