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frappe / helpdesk

Modern, Streamlined, Free and Open Source Customer Service Software
https://frappe.io/helpdesk
GNU Affero General Public License v3.0
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Feature Request: Integration of WhatsApp with Frappe Helpdesk #1622

Open mobility-pro opened 8 months ago

mobility-pro commented 8 months ago

Hi, I am writing to request the integration of WhatsApp with Frappe Helpdesk, a feature that I believe will greatly enhance the capabilities and efficiency of the helpdesk system.

WhatsApp has become a ubiquitous communication tool, and its integration into Frappe Helpdesk can offer a range of benefits to both agents and customers. Here are some key reasons for considering this feature:

Enhanced Customer Interaction: WhatsApp is a preferred channel of communication for many customers. Integrating it with Frappe Helpdesk would allow agents to interact with customers through a familiar and convenient platform, increasing the likelihood of prompt responses and more meaningful interactions.

Improved Support Efficiency: The ability to receive and respond to WhatsApp messages directly within the Frappe Helpdesk platform can streamline the support process. Agents would have all customer communications in one place, making it easier to track and resolve issues efficiently.

Priority Support: By integrating WhatsApp, agents can provide priority support to customers who prefer this channel. They can categorize and prioritize WhatsApp messages, ensuring that critical issues are addressed promptly.

Multichannel Support: Frappe Helpdesk would become a more versatile solution, supporting multiple communication channels. This can help businesses reach a broader audience and accommodate customers with different preferences.

Comprehensive Communication History: With WhatsApp integration, all customer interactions, whether through email, chat, or WhatsApp, can be recorded and easily accessed within Frappe Helpdesk. This provides a comprehensive history of interactions, enabling agents to offer more personalized assistance.

dvdl16 commented 1 month ago

Relevant: https://github.com/frappe/helpdesk/issues/486

dvdl16 commented 1 month ago

We can look at how Zoho Desk does it - e.g. for every new WhatsApp thread, a ticket is created, allowing you to group all communication with the end user/customer under tickets. You can also set up auto-responses and template messages

https://help.zoho.com/portal/en/kb/desk/support-channels/instant-messaging/whatsapp/articles/integrating-whatsapp-with-zoho-desk#What_is_an_Embedded_Signup