Installing and using WitWave
Everything you need to get WitWave running on your Zendesk: installing from the Marketplace, setting up Sunshine Conversations, and working with audio from the ticket and the admin panel.
Requirements. WitWave needs a Zendesk account with Agent Workspace, an active Sunshine Conversations license, and a WhatsApp channel connected in Zendesk. If you don't have Sunshine Conversations, contact your Zendesk representative. More detail in our Privacy Policy.
Install and set up WitWave
Four steps, no development. Installation ends by activating your trial automatically.
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1
Install the app from the Zendesk Marketplace
Search for WitWave by Witbor in the Marketplace and click Install. Zendesk takes you to your instance and shows two configuration fields:
💡The Name field comes pre-filled: leave it as is. The WitWave Token is not filled in by hand — it's filled automatically later via OAuth. Confirm the installation.
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2
Open WitWave from the Zendesk sidebar
Go to Zendesk Support and, in the left navigation bar, look for the microphone icon . Clicking it opens the WitWave panel with the setup wizard.
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3
Identify your account (wizard step 1 of 2)
The wizard asks for two details:
- Subdomain: pre-filled with your Zendesk instance.
- Email: the address that will be linked to Stripe for billing.
WitWave setupStep 1 of 2tu-empresaAutoadmin@company.comContinue → -
4
Authorize Sunshine Conversations (wizard step 2 of 2)
Click Link with OAuth. A Sunshine Conversations window opens showing your subdomain and an Allow button. Once you authorize, the window closes and WitWave saves the token automatically (that's why you didn't need to fill it in by hand).
WitWave setupStep 2 of 2Link with OAuth✓ Zendesk linked successfully✅Done! With OAuth complete, WitWave is installed and your trial activates automatically. You can start using it from any WhatsApp ticket.
The ticket panel
In the ticket editor, a button opens the WitWave panel. From there your team works with the conversation's audio without leaving the ticket.
Listen to audio
Play the conversation's voice notes with their waveform. Set how many of the latest messages to show and refresh the list when a new one arrives.
Record and send audio
Record a voice note from the panel (with pause and discard) and send it to the customer on WhatsApp in one click.
Use audio macros
Pick a pre-recorded audio from Saved audios, listen to it, and send it. Available on the Pro plan.
Meta's 24-hour window
WitWave shows whether the WhatsApp conversation is still within Meta's allowed 24-hour window (Active / Expired).
Transcribe audio
Turn any voice note into text with the Transcribe button. The transcription stays visible on the ticket.
Save as internal note
Save the transcription of the last audio as an internal ticket note. This action applies only to the most recent audio.
If the microphone looks disabled, it's usually because the ticket isn't on the WhatsApp channel or because the 24-hour window expired. WitWave warns you before recording to prevent send errors.
The admin panel
It's the same panel you open from the microphone icon in the Zendesk navigation bar. It has four tabs.
Plan
- Plan status and minutes used / remaining, with usage alerts (OK / Warning / Critical).
- If you're on trial or have no plan, you can buy a plan (Basic or Pro).
- If you already have a plan, you can add minute packs (they never expire).
Connection
- Shows which subdomain the app is connected to and the status of the Sunshine Conversations OAuth.
- From here you can re-authorize permissions if the connection needs refreshing.
Macros
Pro- Record an audio and give it a name, description, and category (folder).
- Then reuse it from the ticket panel under Saved audios, ready to send.
Settings
- Change the app language.
- Manage your plan: it takes you to the Stripe Customer Portal to manage your subscription, payment method, and invoices.
Frequently asked questions
Why don't I have to fill in the WitWave Token during installation?
Because it's generated automatically when you authorize Sunshine Conversations via OAuth (step 4). Filling it in by hand can break the connection: leave it empty.
I can't see the microphone icon in Zendesk.
It's in the left navigation bar of Zendesk Support. If you just installed the app, reload the page so it shows up.
The audio macros don't appear.
Macros are a Pro plan feature. Subscribe to Pro from the Plan tab to record them and send them from the ticket panel.
The record / microphone button is disabled.
This usually happens when the ticket isn't on the WhatsApp channel or when Meta's 24-hour window has expired. WitWave blocks it to prevent send errors.
How do I manage or cancel my subscription?
From the Settings tab → Manage subscription. That takes you to the Stripe Customer Portal, where you manage the plan, payment method, and invoices.
I ran out of transcription minutes.
From the Plan tab you can add a consumable minute pack. They never expire and are used before your monthly plan minutes.
Ready to get started?
Install WitWave from the Marketplace and get your first transcribed audio the same day.