Piece of Cake WhatsApp By JVBTI

This app requires an active Sunshine Conversations license and a WhatsApp channel connected to Zendesk. If you would like to learn more about purchasing a Sunshine Conversations license, please contact your Zendesk representative.

Piece of Cake WhatsApp By JVBTI helps Zendesk Support teams manage WhatsApp conversations and proactive template messaging from inside Zendesk. The app is designed for teams that use Zendesk Support, Agent Workspace, Sunshine Conversations, and WhatsApp integrations.

With Piece of Cake, agents and administrators can send approved WhatsApp message templates, manage template variables, identify approved templates, respect the 24-hour WhatsApp customer care window, create or update tickets from proactive sends, merge related WhatsApp tickets, and keep message history aligned with the Zendesk ticket.

Key features:

• Send approved WhatsApp templates from Zendesk tickets, including template variables.

• Send proactive WhatsApp messages in bulk by CSV, with validation before sending.

• Create tickets when proactive messages are sent, when configured by the administrator.

• Register sent templates and relevant delivery information in Zendesk tickets and Zendesk custom objects.

• Help teams manage the 24-hour WhatsApp response window required by Meta/Facebook policy.

• Merge related WhatsApp tickets and keep customer context in one place.

• Limit WhatsApp channel access by Zendesk group, so agents only use channels assigned by administrators.

• Provide administrator configuration tools for WhatsApp channels, access rules, custom objects, forms, and trigger setup.

Data disclosure and privacy:

The app processes customer and ticket data only to provide its WhatsApp messaging and ticket-management features. Depending on how the customer configures the app, this data may include Zendesk subdomain information, Zendesk user and agent identifiers, requester name, requester email, requester phone number, ticket IDs, ticket metadata, WhatsApp channel identifiers, WhatsApp template names, template parameters, message status, delivery status, and send history. The app may store send logs and configuration records in Zendesk custom objects so authorized Zendesk users can audit sends and manage app behavior.

The app also communicates with JVBTI backend services for subscription validation, OAuth-based Zendesk API access, and supported messaging workflows. Access tokens and secure credentials are handled by backend services and are not exposed to unauthorized users in the app interface. Data is not sold, rented, or used for advertising. Data is used only to operate, support, secure, and improve the app functionality requested by the customer. Access to app configuration and administrative features is restricted using Zendesk user roles and app-level permission checks.

JVBTI applies technical and organizational controls intended to protect customer data from unauthorized access, misuse, or exposure. Customers remain responsible for configuring Zendesk roles, WhatsApp channels, template content, and user access according to their internal policies. For questions about data handling, contact comercial@jvbti.com.br.

This application is recommended for customers who already have Zendesk Support, Agent Workspace, Sunshine Conversations, and WhatsApp configured.

If you have any questions about the application, contact us: comercial@jvbti.com.br