Is this time window configurable? Or what options are available to respond to a time session expired via WhatsApp?
If you are referring to The timer which automatically closed the chat and convert it as a ticket then kindly refer to the link given below. https://help.zoho.com/portal/en/kb/desk/support-channels/instant-messaging/general/articles/setting-your-instant-messaging-preferences#To_associate_agents_with_channels
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Does IM WhatsApp integration on Zoho Desk require a separate WABA number?
Yes, IM WhatsApp integration on Zoho Desk requires a separate WABA number which should be associated with other services. This restriction is imposed by WhatsApp (Meta), requiring separate WABA numbers for Zoho CRM and Zoho Desk.
So it's integrated. Now, how on earth can a customer submit a ticket using WhatsApp? I am not able to install this number on my phone. Do they need to log in to Zoho Desk? to interact?
If you have configured the WhatsApp Instant messaging for your portal, the customer can initiate a chat from their own WhatsApp number which will be created as a ticket in Zoho Desk as per the configuration that you have configured.
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