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This guide will walk you through installing the WhatsApp Template by Unwired Logic app (listed in this article as the WhatsApp Message Template App) and configuring it to streamline your communication with customers.

Contents

Preparations

1. Find your Sunshine Conversations App ID

The app authorizes through OAuth during installation, so you do not need a Key ID or Secret. Only the App ID is required.

Steps:

  1. Log in to your Zendesk and navigate to Admin Center: https://{subdomain}.zendesk.com/admin
  2. Navigate to Apps and integrations > APIs > Conversations API.
  3. Copy the App ID shown on that page and save it for the installation step. If you create an API key, the same App ID is also shown on the key details, as in the screenshot below.
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2. Create WhatsApp message templates on your WhatsApp Manager portal site

1. Navigate to your WhatsApp Manager portal site.

2. Navigate to the Message Templates page.

3. Create a message template and proceed to the approval process.

It can take up to 24 hours for an approval decision to be made. The app only lists approved templates.

More details: https://www.facebook.com/business/help/2055875911147364?id=2129163877102343

Please note that templates have strict guidelines and policies, and each one is reviewed by WhatsApp for adherence.

Installation

1. Install

Visit the Zendesk Marketplace and click "Install" for WhatsApp Template by Unwired Logic. Select your Zendesk account to proceed.

2. Configuration

Fill in the fields on the "INSTALLATION" page. Only the App ID (a) and the OAuth authorization (d) are required. Add one channel entry (b and c) for each Zendesk brand that has its own WhatsApp number. You can add up to 12 brands.

a. "Sunshine Conversations App ID": Enter the App ID copied in Preparations step 1.

b. "Channel #X: Zendesk Brand Subdomain": Enter the subdomain of the Zendesk brand that owns this WhatsApp channel. You can find the subdomain for each brand in Admin Center > Account > Brand management > Brands. Both yourbrand and yourbrand.zendesk.com are accepted.

If your WhatsApp channel is not assigned to any brand in Admin Center, the app uses it automatically for every ticket, so single-brand accounts do not need to assign a brand.

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c. "Channel #X: Message Template Default Values" [Optional]: Here, you can optionally set default values for templates with custom variables. Agents can still edit the values before sending.

Add the template name followed by a colon and a list of comma-separated default values. Default values must be in the same order as the template variables and can be hardcoded text or a placeholder reference to a ticket field (must be in double curly braces).

For example, let's say we want to set default values for this template, which has custom variables for first name and brand:

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Hardcoded text example:

template_name_here: Bob, Storhub

  • With the above setting, the first variable field (first name) is set to "Bob" and the second variable field (brand) is set to "Storhub".

Placeholder reference example:

template_name_here: {{ticket.requester.name}}, {{ticket.brand.name}}

  • With the above setting, the template variables are filled from the current ticket, such as the requester name and the brand name.
  • Placeholder references must always be wrapped in double curly braces.
  • Placeholder reference for a ticket custom field: {{ticket.customField:custom_field_123456789}}. Replace the number with the ID of your field from Admin Center > Objects and rules > Tickets > Fields.
  • For drop-down fields, the app inserts the option's display label rather than its tag value.
  • The placeholder references are based on the ticket object here: https://developer.zendesk.com/api-reference/apps/apps-support-api/ticket_sidebar/#ticket-object

Formatting dates and numbers (app version 2.1.3 and later):

Add a vertical bar and a format pattern inside the braces to reformat a date or number field before it is inserted.

  • Dates: works with ticket.createdAt, ticket.updatedAt and custom fields of type Date. Example patterns: MMM D, YYYY (Sep 9, 2026), YYYY-MM-DD (2026-09-09), D MMMM YYYY (9 September 2026).
  • Numbers: works with custom fields of type Number or Decimal. Example patterns: #,##0 (1,250), #,##0.00 (1,250.00), 0.0 (1250.5).
  • Example line: template_name_here: {{ticket.requester.name}}, {{ticket.customField:custom_field_123456789|MMM D, YYYY}}
  • Commas inside the braces are safe. If the pattern cannot be applied, the original value is inserted unchanged.

Multiple templates example

If there are multiple templates, add them on separate lines in the multiline field.

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d. Authorize the app to access the Sunshine Conversations API

During app installation, click Sign in with Whatsapp Template under the OAuth Authentication section to grant the app access to the Sunshine Conversations API. This is a one-time step. If you need to reauthorize later, the button will appear as Reauthorize with Whatsapp Template.

I. Under the OAuth Authentication section, click Sign in with Whatsapp Template - a new window will open.
II. Enter the Zendesk subdomain where the app is being installed, then click Sign In.
III. On the next page, click Allow to grant the app access to your Zendesk account.
IV. Once complete, the window closes automatically. The button will change to Reauthorize with Whatsapp Template with a green checkmark, confirming the authorization was successful.
3. Click Install (or Update) to finish the installation.

Troubleshooting

The app shows these messages in the ticket sidebar when something is not set up yet:

  • "No WhatsApp integration found for this brand": the ticket's brand is not assigned to any WhatsApp channel in Admin Center > Channels > Messaging, or the ticket has no brand set. Assign the brand to the WhatsApp channel, or leave the channel unassigned so every brand can use it.
  • "No WhatsApp template found for this brand": the brand subdomain shown in the message has not been added to any "Channel #X: Zendesk Brand Subdomain" field. Add it in the app settings (see Updating Configurations below).
  • "Field for placeholder ... does not exist": a placeholder in the default values refers to a ticket field that does not exist. Check the spelling and the custom field ID.
  • "No approved message template found for this WhatsApp channel": the WhatsApp channel has no templates with Approved status yet. Check the template status in WhatsApp Manager (see Preparations step 2).

Updating Configurations

To update your configurations in the future:

1. Navigate to the Admin Center.

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2. In the left sidebar, navigate to Apps and integrations > Apps > Zendesk Support apps.

3. To open the app settings for an app, click the icon for that app or select "Change settings" from the options dropdown.

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