Operations

WhatsApp Support for Zoho Desk

Opens or updates a Desk ticket from a WhatsApp support message.

Implement WhatsApp Support for Zoho Desk.

InterConnecta configures the part Zoho already publishes and builds the API for the step that connection does not cover. OpenAI, Anthropic, or Gemini can run the AI step.

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Workflow

When Incoming messageCustomer follow-upStatus change

View diagram

Solution

Turn WhatsApp support messages into tickets.

Support conversations on WhatsApp stay off the Desk ticket, so the next agent has no history.

A WhatsApp message to the support number opens or updates a Zoho Desk ticket and drafts a reply from the knowledge base.

Input systems

WhatsApp Business

Origin

Zoho SalesIQ

AI processing

Zoho Desk

Result

Execution path

Origin Incoming message

Customer follow-up · Status change

AI processing Match the phone number to a Desk contact, classify the request, and draft a reply from published articles. An agent sends the reply. Do not create a sales deal. OpenAI, Anthropic, or Gemini can run this step.

WhatsApp number
Message text
Open tickets for the contact
Published articles

Actions

Find or create the contact
Create or update the ticket
Add the message as a comment
Save a draft reply

Result The support team continues the WhatsApp conversation from the Desk ticket.

How this flow runs.

01

WhatsApp Business

Starts when Incoming message, Customer follow-up, Status change.
02

Zoho SalesIQ

Reads WhatsApp number, Message text, Open tickets for the contact, Published articles.
03

Run the AI step

Match the phone number to a Desk contact, classify the request, and draft a reply from published articles. An agent sends the reply. Do not create a sales deal. OpenAI, Anthropic, or Gemini can run this step.
04

Zoho Desk

The support team continues the WhatsApp conversation from the Desk ticket.

Zoho modules

Tickets
Contacts
Knowledge Base

Fields updated

Ticket
Comment
Contact
Draft reply

Key benefits

Thread stays on the ticket

Same phone updates the open ticket

Reply is a draft

Sales deals are not created

Ideal for

Support teams that receive customer WhatsApp messages and work them in Zoho Desk.