WCR API

Extend your reach beyond the Agent Workspace. Trigger WhatsApp messages from your own CRM, bot, e-commerce platform, or custom scripts — while keeping every interaction perfectly synced within Zendesk.

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How the API Fits In

WCR exposes two distinct API surfaces, each serving a different audience and trust level. One is for use by third parties, and the other connects to the Zendesk platform — never to Meta's Cloud API directly.

┌──────────────────────────────────────────────────────────────┐
│                      EXTERNAL SYSTEMS                        │
│        CRM · ERP · n8n · Zapier · Make · Custom scripts      │
└──────────────────────────────┬───────────────────────────────┘
                               │ HTTPS  (token auth)
              ┌────────────────▼──────────────────┐
              │         Delivery API              │
              │  Send & query WhatsApp messages   │
              └────────────────┬──────────────────┘
                               │
┌──────────────────────────────▼───────────────────────────────┐
│                        WCR BACKEND                           │
│  ┌──────────────────────────┐  ┌──────────────────────────┐  │
│  │  App API                 │  │  Sunco Webhook Layer     │  │
│  │  Sunco API               │  │  Inbound events          │  │
│  └──────────────────────────┘  └──────────────────────────┘  │
│  ┌──────────────────────────────────────────────────────┐    │
│  │        Messages · Templates · Users · Logs           │    │
│  └──────────────────────────────────────────────────────┘    │
└──────────────┬─────────────────────────────┬─────────────────┘
               │ Zendesk Support API         ▲ Zendesk Conversations
               │ tickets & private notes     │ API events
┌──────────────▼─────────────────────────────┴─────────────────┐
│                     ZENDESK PLATFORM                         │
│  ┌────────────────────┐   ┌──────────────────────────────┐   │
│  │  Zendesk Support   │   │  Conversations API (Sunco)   │   │
│  │  Tickets · Agents  │   │  WhatsApp Channel(s)         │   │
│  └────────────────────┘   └───────────────┬──────────────┘   │
└─────────────────────────────────── ───────┼──────────────────┘
                                            │
                                ┌───────────▼──────────────┐
                                │     Meta Cloud API       │
                                │  (WCR never calls this)  │
                                └──────────────────────────┘

Zendesk Integration Layer

WCR uses two Zendesk API surfaces internally, regardless of whether a message originates from the Agent sidebar, a bulk upload, or an external Delivery API call.

Zendesk Support API — outbound

After every message delivery, WCR calls the Zendesk Support API to record the event as a private note on the linked ticket. If no ticket exists for the recipient, one is created automatically. Your agents always have full context — even when the trigger came from an external CRM or automation tool.

Zendesk Conversations API — inbound

WCR never communicates with the Meta Cloud API directly. Instead, each WCR connection is associated with one or more Zendesk WhatsApp Channels. Zendesk manages the Meta Cloud API relationship on your behalf — WCR registers its Sunco webhook endpoint as a subscriber to the Conversations API and receives inbound WhatsApp messages and delivery/error events as they arrive.

This architecture means:

• You never need to manage Meta API credentials inside WCR
• All WhatsApp compliance and rate-limit handling at the Meta layer is owned by Zendesk
• Your WhatsApp number(s) remain under your Zendesk account, not a third-party intermediary

Authentication

All Delivery API requests require a token passed in the Authorization header. Tokens are scoped to a specific WCR connection — revoking a connection immediately invalidates its token without affecting other integrations.

No API key is shared across connections. If an integration is compromised, only that connection's token needs to be rotated.

Request & Response Format

All requests and responses are JSON. Every response follows the same predictable envelope — your integration only needs to check one field:

{ "status": "ok", "data": { ... } }    // success
{ "status": "ko", "error": "..." }     // failure

Send a message:

{
  "subdomain": "your-zendesk-subdomain",
  "template_name": "your_approved_template",
  "language": "en_GB",
  "messages": [
    {
      "phone": "+34666000000",
      "ri_body_param_1": "John",
      "ri_body_param_2": "ORDER-1234"
    }
  ],
  "ticket_id": 157,
  "origin": "my_erp_system"
}

Query delivery status:

GET ?phone=+34666000000&delivery_date_from=2024-01-01

→ { "status": "ok", "data": [ { "status": "processed_ok", ... } ] }

Possible delivery statuses: pending · in_progress · processed_ok · processed_ko

Check out the API Documentation for more information.

Security & Compliance

• Opt-out enforcement: the global blacklist is checked before every delivery — opted-out numbers are skipped automatically, with no action required from the caller
• GDPR ready: every API call respects your data sovereignty settings and blacklist rules
• Transport security: all traffic is HTTPS — no unencrypted API calls are accepted

Fast-Track Your Integration

Comprehensive Documentation

Our developer portal contains detailed endpoint descriptions, parameter references, authentication guides, and status code explanations.

Access Developer Docs →

Postman Collection

Import our official Postman collection to start testing endpoints and inspecting sample payloads immediately — no manual configuration needed.

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Webhook & Automation Support

Connect WCR to Make, n8n, or Zapier to build reactive workflows without writing custom code. Inbound WhatsApp replies are forwarded to your configured webhook endpoint in real time.