Question
When using bulk ticket management to add public comments to WhatsApp tickets, the message does not reach the end user. Why can’t the end user receive public comments added from bulk updates in WhatsApp tickets?
Answer
WhatsApp blocks unauthorized bulk messages to its users. The public comment added through a bulk update is available in the Agent Workspace, but the requesters won’t receive the message. The authorized method for sending bulk messages is through the use of WhatsApp template messages.
For more information, see the article: Using WhatsApp template messages to bypass the 24-hour rule.
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