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Picky Assist Help Desk
  • Welcome To Picky Assist 🙏
  • Setting Up Guide
    • Sending First Message
    • Connecting Channels
      • WhatsApp Web Automation to Official API Migration Guide 2024
      • Connecting WhatsApp Web Automation
      • Connecting Facebook Messenger
        • Introduction
        • Getting Start
        • Guidelines & Compliances
        • Messenger Link
      • Connecting WhatsApp Official
        • Introduction
        • Dashboard
        • Profile
        • Templates
      • Connecting WhatsApp Cloud API
      • WhatsApp Official Managed Service
      • Connecting Instagram
      • Phone Bridge (Call Blaze)
      • Connecting SMTP
      • Connecting Amazon SES
      • Connecting Sendgrid
      • Connecting Additional WhatsApp Numbers
      • Porting WhatsApp Number to Picky Assist
      • WhatsApp Official Message Delivery Issues & Solutions
    • Working With Prebuilt CRM Modules
      • Introduction
      • Onboarding
      • Modules
        • Leads
        • Deals
        • Meetings
        • Company
        • Support Cases
        • System Modules
          • Contacts
          • Notes
          • Task
          • Call Logs
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      • Automations
        • Workflows
        • Chatbots
        • Funnels
        • Connectors
        • Scheduler
        • Other Prebuilt Features
      • Reports and Dashboard
      • Mandatory Preconditions for Using Prebuilt
      • Testing Prebuilt
    • Managing Organization
    • Setting Up Teambox
      • Introduction
      • Routing Rules
      • Teambox
      • Inbox View
      • Organization Hierarchy
      • Analytics
    • Setting Up Smart Replies
      • Introduction
      • Train Module
        • Training Bot Introduction
        • Topics / Categories
        • Intent & Context
        • Question Variations
        • Uploading Bulk Questions
        • Reply with Media Files
        • Personalising Replies
        • Smart Actions
        • Direct URL
        • Fall Back Response
        • Small Talks
        • Testing the Bot
        • Publishing Bot
      • ChatGPT Integration
      • Learn Module
      • Stats Module
      • Deep Linking
      • Settings
    • Smart Reply V2
      • Introduction
      • ChatGPT Integration
      • Train Module
        • Training Bot Introduction
        • Topics / Categories
        • Intent & Context
        • Question Variation
        • Uploading Bulk Questions
        • Reply with Media Files
        • Personalizing Replies
        • Smart Actions
        • Direct URL
        • Fall Back Response
        • Small Talks
        • Publishing Bot
      • Learn Module
      • Stats Module
      • Deep Linking
      • Settings
    • Setting Up Broadcaster
      • Introduction
      • Creating a Campagin
      • Sending Message to WhatsApp Groups
      • Reports
      • Broadcaster V2
        • Introduction
        • Creating Campaign
        • Reports
    • Setting Up Sequence
      • Introduction
      • Creating New Sequence
      • Sequence Stats
      • Subscribe & Unsubscribe
      • Disabling Sequence Message
    • Setting Up Reminder
    • Setting Up Mobile App
    • Setting Up Connector
      • Introduction
      • Getting Started
      • Steps
        • Introduction
        • Filters
        • Delay
        • Iterator
        • Stats
      • Actions
      • Formatter
        • Date & Time
        • Counter
        • Math Calculation
        • Data Parser
        • Convert File
        • Line Items
      • Building Mini App
      • Email Parser
      • Data Storage
      • Simulate Test
      • Connector Logs
    • Email Builder
    • Setting Up Flow Builder
      • Fundamentals (Must Read)
      • Basic Terminology (Must Read)
      • Guide to Building an Effective Chatbot (Must Read)
      • Create, Manage, Test & Publish Flows
      • Triggering a Chatbot Flow
      • Steps
        • Introduction (Must Read)
        • Send Message
        • Ask A Question
        • Filter
        • Save Data
        • Actions
        • Check WhatsApp Session
        • Delay
        • Smart Delay
        • Formatter
        • Splitter
        • Data Lookup
        • Trigger HTTP API
        • Webhook
        • Apps
        • Match Keywords
        • Route to Chatbot
        • End
      • Saving Data into CRM
      • Analytics
      • Integrations
      • Flow Builder logs and conversational logs
      • Chatbot Best Practices, Ideas & FAQ
    • Setting up Modular CRM
      • Fundamentals (Must Read)
      • Guide to Building and Implementing a Modular CRM (Must Read)
      • Create & Manage Data Modules
      • CRM Macro Buttons
      • Adding Records into CRM
      • Data View & Manage Records
      • Task
      • Workflows
      • Funnels
      • Data Import
      • Integrations
    • Setting Up Scheduler
    • Media Gallery
    • Quick Replies
    • Opt-out Settings
    • Blacklist
    • Global Variables
    • Setting Up Ad-On's
      • Setting Up WhatsMail
      • Setting Up Zendesk
      • Setting Up Zapier
      • Setting Up Zoho CRM
        • Getting Started
        • Working with Extension
        • Integrating with Zoho Workflow
        • Lead Assignment Rules
        • Integrating into Custom Modules
        • Connecting Multiple WhatsApp Numbers into Zoho CRM
        • Integrating WhatsApp with Zoho CRM Mobile App
        • Keyboard Shortcuts
      • Setting Up Facebook Lead Adform
      • Facebook Lead Ad form V2
      • Setting Up WhatsApp Web
      • Setting Up Pabbly Connect
      • Setting Up ChatGPT App
    • Google Chrome Extensions
      • Extension for Sending WhatsApp Messages from any Webpage
      • Chrome Extension V2
      • Extension for Zoho CRM & Teambox
    • Managing Profile
      • Two Factor Aunthentication
      • Login History
      • Delete Account
    • Quick Rollout Guide
      • WhatsApp Official Account
    • Developers & Partners Guide for Deep Integration of Picky Assist
  • API Documentation V2
    • Introduction
    • Quick Start Guide 🏃
    • Global Webhook
      • How Webhook Works
      • Webhook Variables
      • Configuring Webhook URL
      • Webhook Request & Response
      • Getting the Conversation Context
      • Testing Your Webhook
    • Event Webhook
      • How Event Webhook Works
      • Event Webhook Variables
      • Configuring Event Webhook URL
      • Event Webhook Sample Request & Response
    • Push API
      • Introduction
      • API Variables
      • Sending Single Message - Push
      • Sending Dynamic Messages – Push
      • Sending Media Attachments – Push
      • Sending Interactive List & Buttons
      • Sending Stickers
      • Sending Bulk Messages - Push
      • Sending Contacts
      • Sending Location
      • Sending WhatsApp Template Messages
        • Introduction
        • Sending WhatsApp Template Text Messages
        • Sending WhatsApp Template Image
        • Sending WhatsApp Template Document
        • Sending WhatsApp Interactive Buttons
        • Sending WhatsApp Limited Time Offer Templates
      • Sending Message to Groups
      • Sending SMS Using SIM Card
      • Sending Message to Facebook Messenger
      • Normal Post Method
      • Delivery Reports
      • Push API Must Read Instructions
      • Testing API Requests
    • WhatsApp Template API
      • Introduction
      • API Variables
      • Template Request API
      • Template Status API
      • Languages
      • Guidelines
    • WhatsApp Group API
      • Introduction
      • API Variables
      • Create Group
      • Set Group Permission
      • Add Group Admin
      • Add Group Members
      • Fetch Group Details
      • Update Group Info
      • Remove Group Members / Admin
      • Generate New Invite Link
      • Group Delete Actions
    • WhatsApp Settings API's
      • WhatsApp Profile API
      • 2 Step Verification
      • WhatsApp Status Update
      • WhatsApp Contact & Group Fetching
    • Device Manage API’s
      • Fetching Device Status API
      • Device Commands API’s
      • WhatsApp Automation Server Status API
    • Account API
      • Fetch Balance
    • Project Management API
      • Introduction
      • Create Project
      • Get Project Details
      • Set / Update Webhook
      • Create API Token
      • Manage API Token
      • Change Billing Plan
      • Fetch Account Balance
      • Country Code & Timezones
    • References
      • Status & Error Codes
      • Most Frequent Issues & Solutions
      • Formating & Sending Emojis 😊
      • Postman Collection for Picky Assist API's
      • High Volume Messaging Bots - WhatsApp
    • Sample Codes
      • PHP
      • Python
      • Node JS
      • Ruby
      • Java
      • ASP.NET Using C#
      • Javascript
      • Go
      • Swift
      • C
      • C#
      • Objective C
  • General Guidelines
    • Billing
    • Adding Money Into Account
    • Rate Limits
    • Character Limits WhatsApp
    • Best Practices for Media Handling
    • Roadmap
    • Features In the Early Beta Version
  • Changelog
    • 2021
      • February 2021
      • March 2021
      • April 2021
      • May 2021
      • June 2021
    • 2020
      • February 2020
      • March 2020
      • April 2020
      • May 2020
      • June 2020
      • September 2020
      • October 2020
    • 2019
      • November 2019
      • October 2019
      • August 2019
      • September 2019
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On this page
  • Getting Started
  • Configuring with Picky Assist Project
  • 24 Hours Window in WhatsApp Official & Default Template Feature
  • How it Works?
  • Important Information

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  1. Setting Up Guide
  2. Setting Up Ad-On's

Setting Up Zendesk

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Last updated 2 years ago

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Enhance customer support experience through WhatsApp, SMS & Missed Calls using your existing android phone and number or Connect an Official WhatsApp Account as Zendesk Channel

Getting Started

Login into your Support Desk

Then go to and search for Picky Assist

It re-directs to the app and give a "Title" to identify the Channel in Zendesk, you can rename this

Integration Completed

Configuring Channel Integration

Add Picky Assist Account

Login into Picky Assist Account

Select Picky Assist Project to Connect with Zendesk

Picky Assist Channel Integration it Completed, you need to do the settings in Picky Assist Account.

Configuring with Picky Assist Project

Now you need to configure the Zendesk App Settings in your Project

Login into your Picky Assist Account

Select the project which you are connected to the Zendesk

Click on Settings -> Apps -> Zendesk (Widget) -> Settings (Button)

A popup will open on the screen where you can configure the Settings

Channel

You can decide messages from which channel need to be pushed to your Zendesk Integration

Push Action

Here you can setup 3 actions based on this the incoming messages will be pushed to Zendesk

  1. User Smart Replies

  2. Send All Messages to Zendesk

  3. Dont push any message to Zendesk

Use Smart Replies Don't overload agents with tickets which are in repetitive nature, lets the smart replies handles frequently asked questions 24 x 7 without any agents. Convert the conversation into tickets only if bot unable to answer a question or user prefer to get answers from a human. If this option is selected then you need to configure smart replies by enabling "Smart Actions" to send message to Zendesk conditionally.

This option gives the power to push the message to zendesk conditionally, it's a good option if you have smart replies configured and want to push messages to Zendesk only when certain conditions are met as below;

  1. Matched a keyword like "Live Human Assistance"

  2. Smart Reply not able to understand the user dialogue (Default Reply)

In the message field you can customise the informations you want to push to Zendesk by using the "Attributes"

{{mobile}} replace with the current user mobile number {{current-user-reply}} replace with the current message from the user {{message-histroy) this will include the message histroy between the selected dates, this helps to maintain the conversation context and agent is aware about the conversation had with the answer bot.

Send All Messages to Zendesk This will send all incoming messages to Zendesk without any filters

Dont push any message to Zendesk This will stop pushing any messages to Zendesk

24 Hours Window in WhatsApp Official & Default Template Feature

Those who are using Zendesk with WhatsApp Official channel are likely to face an issue related to 24 hours window i.e Session Period

If any messages are sends after the 24 hours from the last user message received is likely to fail because of the user is not in the 24 hours contactable window as per the WhatsApp policy, in order to handle this situation we have introduced a new feature from May 11, 2022 onwards which allows you to select a default WhatsApp template with one dynamic value and this dynamic value will get replaced with the exact message;

How it Works?

Let's say that you are using Zendesk Support Desk and a user sends a message on Friday Night and your team backs on Monday morning and replied to the ticket the in normal case the message sent by your team will fail as the 24 hours contactable session is expired for that contact.

When you configure the default template the system will automatically replace the dynamic value with the exact reply of your agent and send it as a template message. So in simple if a message is failed because of "24 Hours Session Issue" then our system will automatically convert the message and send it as a template message.

Important Information

  1. Please request a new template which contains only one dynamic value, templates which have more than one dynamic value will not displayed to select the default template

  2. Works only Text template

  3. If any media files are found in the original message then a link will append at the end of the message

  4. New Line if any in the original message will be replaced with comma followed by a space (, ) because WhatsApp template message don't allow to send new line in the dynamic variable

  5. If more than 4 continuous space found in the original message between each word then will be trimmed to 4 space as WhatsApp Official template message don't allow more than 4 space between words.

  6. If the original message character count is more than 1024 character then only first 1024 character will be send in template message as WhatsApp don't allow sending more than 1024 characters in a template message , so make sure you communicated this to your help desk agents

  7. Draft the template in a way the users are likely to give a reply message which will open the 24 hours window and message restriction won't be application during the period

  8. If you want to disable this feature then please remove the default template selection and save the settings.

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