Question

How do I verify my Zendesk Talk number for WhatsApp?

Answer

When you activate a new WhatsApp number, WhatsApp sends a one-time password (OTP) by automated voice call or short message service (SMS).

Greetings

The personal identification number (PIN) repeats several times but doesn't wait for someone to answer the call. If you set a greeting, the call may not ring through until after the repeats are exhausted. For details, see Managing outgoing greetings.

Route calls

If you connect an active number in Zendesk, make sure the person who answers the call can pass the PIN to the person who activates the WhatsApp number, as the PIN expires. Tell your agents to expect the call and send the PIN, or temporarily route all calls to a group that contains only the person who needs the PIN.

For Zendesk Talk numbers, temporarily send all calls to voicemail. Get the PIN from voicemail, then call back any customers who went to voicemail. For details about how to route calls in Talk, see Routing incoming calls to groups of agents.

IVR

The automated call doesn't press buttons or respond to menu prompts, so the call must reach the destination without interaction. Temporarily change your interactive voice response (IVR) menu so no button press is required. For details, see Routing incoming calls with IVR.

International calls

The activation calls come from a United States (US) number. Your number must accept calls from the US to receive the activation calls.

Zendesk Talk Text and WhatsApp activations

Zendesk Talk numbers can't receive WhatsApp activation PINs through SMS. When you connect a Zendesk Talk number as a WhatsApp channel, use the voice option.

Turn off greetings and route calls to voicemail

The steps below describe how to turn off greetings to prepare to receive a WhatsApp verification PIN. End users who call while you receive the PIN go directly to an agent or voicemail without a greeting.

To turn off greetings:

From Admin Center, go to Channels > Talk

Select the line you intend to use as a WhatsApp number. Make sure this is a voice-capable line, as SMS activation won't work.

Switch to the Voicemail tab

Confirm that Voicemail is turned on

Set Greeting (voicemail on) to None

Make sure no agents are online

To send the code and retrieve the PIN in the WhatsApp activation process:

When prompted to verify the number, select Send Code

Wait for about two minutes

Find the missed call that includes the PIN

Enter the PIN

Select Done

In the dropdown in the Admin Center channel configuration, select the number you want to activate, then select Next

Add a Channel name to help you find this channel in Admin Center

Select a Brand for these tickets

Select Add Channel

Wait for the channel to verify

Select Save