Why aren't audio, image, or video messages in WhatsApp creating tickets?

Question

Why aren't tickets created when customers reach out with an audio, image, or video message only in WhatsApp messaging?

Answer

When customers reach out by sending only an audio, image, or video message and WhatsApp is added to create an AI agent on social messaging channels, the flow steps aren't triggered. Zendesk requires a written text message to be directed to the flow steps to create a ticket. Audio, image, or video messages will be added to the ticket once the ticket is created from an initial text message.

It's not possible to proactively alert users of non-text message behavior in WhatsApp. Proactive messages are a limitation of WhatsApp integration. For more information, see the article: Understanding how the WhatsApp channel works.

Non-text messages will create tickets on accounts that aren't using the AI agent in WhatsApp.