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CXConnect
Send proactive WhatsApp campaigns and notifications from Zendesk.
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CXC LatamAbout this app
This App requires access to the conversations API for advanced customizations (included in Zendesk Suite Professional plans or above). See About Sunshine Conversations for more information.
About CXC Global
CXC Global is a customer experience consultancy specializing in Zendesk and Sunshine Conversations implementations across Latin America. We help businesses connect, transform, and grow through intelligent CX automation.
What CXConnect does
CXConnect enables Zendesk Support agents and administrators to send proactive WhatsApp campaigns and notifications directly from Zendesk — without leaving the platform.
All messages are delivered through Sunshine Conversations (Sunco), ensuring full compliance with WhatsApp Business API standards and complete conversation traceability inside Zendesk tickets.
Key features
- Campaign Manager — Create, schedule, and monitor proactive WhatsApp campaigns with a 4-step wizard: configuration, message, recipients, and review.
- Smart Segmentation — Organize your contacts into groups and segments. Import audiences via CSV or build them directly inside the app.
- WhatsApp Template Management — Browse, filter, and assign Meta-approved message templates by brand, category, and language.
- Context & Tracking — Every campaign message that receives a reply automatically creates a Zendesk ticket with full campaign context: origin, template, timestamp, and phone number.
- Analytics & Reports — Track sent, delivered, read, replied, and failed messages. Export reports in CSV format for external analysis.
- Simulation Mode — Test your campaigns without sending real messages to your contacts.
- Multi-brand support — Manage multiple WhatsApp Business numbers and brands from a single Zendesk instance.
Data & Privacy
CXConnect accesses Zendesk ticket data and agent information solely to create and link tickets generated from campaign replies. Contact lists and phone numbers provided by the administrator are stored securely and used exclusively to deliver WhatsApp messages through Sunshine Conversations. No personal data is shared with third parties. For full details, visit: https://cxclatam.com/privacy
Support
For help, visit https://cxclatam.com or email support@cxcglobal.ai
Informatie over app
Installatie-instructies
- Click Authorize with Zendesk and sign in with your Zendesk subdomain to grant CXConnect the required permissions (read conversations, send messages, access user profile information).
- Click Authorize Sunshine Conversations to connect your Sunshine Conversations account, then save the configuration.
Complete the CXConnect account form with your full name, contact phone, and email, then submit to activate your integrations.
In Integrations, assign your WhatsApp number(s) to a Zendesk group with a valid location — this is required for agents to access the Proactive Messages panel.
Once configured, agents assigned to that group can create and send WhatsApp campaigns from the Proactive Messages panel.
For detailed setup guidance, visit https://cxclatam.com/docs/cxconnect
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