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Zengine WhatsApp Channel

Connect WhatsApp conversations to Zendesk Support tickets.

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Works with

Support

Developer

Zerviz Group

About this app

About Zerviz Group

Zerviz Group builds cloud-based customer engagement solutions that help organizations connect conversational channels, business processes, and service teams in a controlled and scalable way. Zengine is our platform for designing, operating, and measuring customer conversations across digital channels.

Zengine WhatsApp Channel

Zengine WhatsApp Channel connects WhatsApp conversations managed by Zengine with Zendesk Support through the Zendesk Channel Framework. It creates or updates the related Zendesk ticket, keeps the message thread synchronized, and lets Zendesk agents reply to the customer through WhatsApp without leaving Zendesk.

  • Sends inbound WhatsApp messages and supported attachments to the related Zendesk ticket.

  • Delivers Zendesk agent replies and attachments back to the same WhatsApp conversation.

  • Preserves a unique interaction identifier to keep messages associated with the correct conversation.

  • Supports controlled conversation closure from Zengine.

Data handling and privacy

The integration processes only the information required to provide the conversation service: message content, supported attachments, message identifiers, customer channel identifiers, and the Zendesk ticket and custom-field values configured by the account administrator. This information is used solely to create, synchronize, deliver, audit, and close the related conversation.

Credentials and tokens are stored in AWS Secrets Manager with restricted service access. Conversation records are stored in protected platform services with access controls, encryption in transit, and encryption at rest. Zerviz does not sell customer data or use it for advertising. Access is limited to authorized personnel and systems required to operate and support the integration.

Read the Zengine Privacy Policy: https://zerviz.zengine.online/privacy

For support or privacy requests, contact contacto@zervizgroup.com.

App details

How to install

Before you begin

You need a Zengine tenant with a WhatsApp connector, a Zendesk Support administrator account, and permission to install Channel Framework integrations.

Install and configure

  1. In Zendesk Admin Center, go to Apps and integrations > Channels > Channel framework.
  2. Select Add integration service and choose Zengine WhatsApp Channel.

  3. Enter a recognizable integration name and save. Zendesk securely sends the channel-specific push credentials to Zengine during this step; do not copy or share tokens manually.

  4. In Zengine, open Configuración > Canales and confirm that the Zendesk channel shows as connected.
  5. In Zendesk Admin Center, create or verify the ticket custom field used for interaction_id.

  6. In Zengine, configure the Zendesk transfer node in the required WhatsApp flow and select the connected Zendesk channel.

  7. Send a test WhatsApp message, confirm that Zendesk creates or updates the ticket, and reply from the ticket to confirm delivery back to WhatsApp.

Operational notes

Only use the integration with the Zendesk subdomain configured during setup. If Zendesk is reauthorized or the channel is edited, save the integration again from Zendesk so it can issue new channel-specific credentials. For help, contact contacto@zervizgroup.com.

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