charles

About charles

charles is a WhatsApp marketing platform made in Berlin. Its easy-to-use software enables businesses to drive revenue, retention and innovative customer experiences by complementing existing marketing channels with the reach and richness of WhatsApp. It enables CRM teams to set up recurring flows and automations based on consumer-specific events in a personalized way, supports them in staying GDPR-compliant, and integrates with select CRM, service and shop systems to leverage data from other channels for their omnichannel strategy.

What this integration does

The charles app adds a panel to the Zendesk ticket sidebar so support agents can continue the conversation on WhatsApp without ever leaving the ticket. From a single ticket, your team can:

• Send a pre-approved WhatsApp message template to the ticket requester in one click

• Search and preview your approved charles templates before sending

• Automatically log a private internal note recording which template was sent, with a link to view it in charles

• Reach customers on the channel they prefer while keeping every action tracked in Zendesk

Data handling and privacy

The charles app processes only the minimum data required to send a WhatsApp message and record it on the originating ticket.

Data accessed from your Zendesk account

• The current agent's name and locale, used to greet the agent and load the correct translations

• The current ticket's id and the requester's external id, used to find the matching contact in charles

Data sent to charles

• The external id of the ticket requester, used to look up their charles contact and WhatsApp number

• The id of the selected message template

• An API key, configured by an admin in the app settings and stored as a Zendesk secure setting

Data written back to Zendesk

• A private internal note on the active ticket recording which template was sent, with a link to view it in charles

Storage and security

• The app is a thin client that runs inside the Zendesk agent workspace and stores no customer data of its own

• All customer data processed by charles is hosted on EU-based infrastructure

• API credentials are stored using Zendesk's secure app settings and are never exposed to the app's iframe code

• All API traffic is encrypted over HTTPS / TLS

charles is GDPR-compliant. Full details on sub-processors, data retention and data subject rights are available in our privacy policy: https://www.hello-charles.com/privacy-policy/