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Most teams should connect WhatsApp directly to IrisAgent with Connect with Facebook. It takes a few minutes and your team replies from the IrisAgent inbox. Use this page only if your WhatsApp channel already runs inside your help desk and you want to keep it there.
If customers already message you on WhatsApp through your help desk, IrisAgent can answer those conversations inside it. Pick your help desk below.
IrisAgent answers WhatsApp the same way it answers web messaging in Zendesk: through a Sunshine Conversations integration. If you’ve already set up Chatbot Automation on Zendesk Messaging, you only need step 1. The same integration carries every Messaging channel, including WhatsApp.You need: Zendesk Suite Professional or above with Messaging turned on, and Zendesk admin access.1. Add WhatsApp to Zendesk. In the Zendesk Admin Center, go to Channels → Messaging and social → Messaging, click Add channel, choose WhatsApp, and connect your number. Meta’s verification can take a few business days. See Welcome to WhatsApp in Zendesk Support.2. Create a Conversations integration.
  1. In the Zendesk Admin Center, go to Apps and integrations → Integrations → Conversations integrations and click Create integration.
  2. Set the webhook Target URL to https://api1.irisagent.com/v1/webhooks/zendesk.
  3. Subscribe to conversation:create, conversation:message and switchboard:releaseControl, then save.
  4. Copy the App ID, Webhook ID and Shared secret. The shared secret is shown only once.
  5. On the API Keys tab, create a key and copy the Key ID and Secret key. The secret key is shown only once.
3. Connect IrisAgent. In IrisAgent, go to Deploy → Chat channels, click Configure on the Zendesk Sunshine card, enter the Webhook ID, Shared secret, App ID, Key ID and Key Secret, and save.To hand conversations to your agents, follow Configure human handoff and Zendesk routing.Troubleshooting
  • No replies: check that WhatsApp shows as Active in Zendesk Messaging, and that the webhook subscribes to all three events above.
  • IrisAgent replies but the customer doesn’t see them: check that the Sunshine Conversations API key is still valid.
You need: Service Cloud with Digital Engagement licenses, a WhatsApp Business Account connected to Salesforce, and a Salesforce admin who can create Connected Apps.1. Add WhatsApp to Salesforce. In Salesforce Setup, go to Service → Messaging Settings, click New Channel, choose WhatsApp, and select your WhatsApp Business Account and number. Route Messaging Sessions to a queue with Omni-Channel. Note the channel’s Channel Address Identifier. See Set Up WhatsApp Messaging.2. Create a Connected App for IrisAgent.
  1. In Salesforce Setup, open App Manager and click New Connected App. Name it IrisAgent WhatsApp Integration.
  2. Enable OAuth Settings with the callback URL https://api1.irisagent.com/v1/webhooks/salesforce/oauth and these scopes: api, sfap_api, chatbot_api, and refresh_token, offline_access.
  3. Save, wait about 10 minutes, then copy the Consumer Key and Consumer Secret.
3. Give IrisAgent access. Assign the IrisAgent integration user a permission set with API Enabled, Read on MessagingSession, MessagingEndUser and ConversationEntry, and Create on ConversationEntry.4. Send your details to IrisAgent. Send your IrisAgent contact your Salesforce Org ID (Setup → Company Information), the Consumer Key, the Consumer Secret and the Channel Address Identifier over a secure channel. The IrisAgent team finishes the connection.Troubleshooting
  • No replies: check that the WhatsApp channel is Active in Messaging Settings, and that the integration user can read MessagingSession and ConversationEntry.
  • IrisAgent replies but the customer doesn’t see them: check that the integration user can create ConversationEntry records.

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Test it

  1. From a personal WhatsApp account, message your business number with a common question.
  2. Check that IrisAgent replies with an answer from your knowledge base.
  3. Ask for a person and check that the conversation reaches your agents in your help desk.