> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# AI WhatsApp Support

> Route WhatsApp Business conversations from OpenCX into the Zendesk Agent Workspace as live Sunshine chats.

WhatsApp conversations route through <Tooltip tip="Zendesk's real-time messaging layer. Conversations surface in the Agent Workspace as live chats rather than tickets.">Sunshine Conversations</Tooltip>. When the AI hands off a WhatsApp thread, your rep picks it up as a live chat inside the Zendesk <Tooltip tip="Zendesk's unified UI where agents handle tickets and live messaging side by side.">Agent Workspace</Tooltip> and replies on the same number the customer wrote in on.

## Pre-requisites

<Warning>
  **Connect your WhatsApp Business number first.** No WhatsApp messages can reach OpenCX until the channel is live — start with [Connect WhatsApp](/whatsapp/connect-whatsapp) and come back here.
</Warning>

* **WhatsApp Business number connected** — see [Connect WhatsApp](/whatsapp/connect-whatsapp).
* **Zendesk Sunshine credentials saved** — see [Sunshine Conversations](/integrations/zendesk/sunshine-conversations).

## How conversations land in Zendesk

```mermaid theme={"dark"}
flowchart LR
  A[Customer messages your WhatsApp number] --> B[AI replies on WhatsApp]
  B --> C{AI can resolve?}
  C -- Yes --> D[Conversation closes]
  C -- No --> E[Handoff via Sunshine]
  E --> F[Live chat in Agent Workspace]
  F --> G[Rep replies — lands on WhatsApp]
```

## Setting up

<Steps>
  <Step title="Confirm WhatsApp is connected">
    Open [**Channels → WhatsApp**](https://platform.open.cx/channels/whatsapp) in the OpenCX dashboard. Your WhatsApp Business number should be listed and active.
  </Step>

  <Step title="Confirm Sunshine is connected">
    In [**Settings → Integrations**](https://platform.open.cx/settings/integrations), open **Zendesk → Messaging**. The status should show **Active**.
  </Step>

  <Step title="Trigger a test handoff">
    Send a WhatsApp message to your connected number and ask to speak to a human. The AI should hand off.
  </Step>

  <Step title="Verify in the Zendesk Agent Workspace">
    The conversation should appear as a **live chat** tagged `opencx_channel_whatsapp`. Reply from the Agent Workspace and confirm the response lands on the customer's WhatsApp.
  </Step>
</Steps>

## What the rep sees

* A **live chat in the Agent Workspace** tagged `opencx_channel_whatsapp`.
* The contact's WhatsApp profile (name, phone number) attached via the Sunshine user.
* Full transcript of the AI-to-customer exchange so far.
* `opencx_session_id` on the conversation <Tooltip tip="Key-value pairs OpenCX attaches to every Sunshine conversation. Reachable via the Conversations API for debugging and analytics.">`metadata`</Tooltip> — the trace key to the full OpenCX session.
* Replies land on the customer's WhatsApp within a couple of seconds.

## Channel-specific details

<AccordionGroup>
  <Accordion title="24-hour messaging window" icon="clock">
    WhatsApp's policy lets reps send free-form messages within 24 hours of the customer's last message. Outside that window, replies must use an approved <Tooltip tip="Pre-approved message formats WhatsApp requires for outbound messages sent after the 24-hour customer service window has closed.">message template</Tooltip>. The Agent Workspace surfaces this constraint — reps will see template picker UI instead of the plain reply box.
  </Accordion>

  <Accordion title="User merge by phone number" icon="phone">
    OpenCX matches Sunshine messaging contacts to existing Zendesk support users when possible. WhatsApp contacts merge primarily on the phone number, and on email if the customer has shared one. No duplicate contact records.
  </Accordion>

  <Accordion title="Media messages" icon="image">
    Images, audio, and documents the customer sends on WhatsApp appear as attachments on the Sunshine conversation in the Agent Workspace. Size limits follow WhatsApp's per-media-type limits.
  </Accordion>

  <Accordion title="Proactive outbound" icon="paper-plane">
    Sending a WhatsApp template-message campaign from OpenCX is independent of the Zendesk integration — see the [WhatsApp channel docs](/whatsapp/introduction). Replies to a template land as a Sunshine conversation in the Agent Workspace once the customer engages.
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="AI WhatsApp Support" icon="whatsapp" href="/whatsapp/introduction">
    The channel itself — connect, messaging rules, templates.
  </Card>

  <Card title="Sunshine Conversations setup" icon="plug" href="/integrations/zendesk/sunshine-conversations">
    Credentials, webhook, and user merge.
  </Card>

  <Card title="Zendesk overview" icon="headset" href="/integrations/zendesk/overview">
    What else Zendesk lights up across every channel.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/integrations/zendesk/troubleshooting">
    Duplicate contacts, replies not reaching WhatsApp.
  </Card>
</CardGroup>