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By connecting the two, you can receive WhatsApp messages and reply in real-time directly from your Jira dashboard.

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Accessing the WhatsApp Integration page

  1. Open your project, and click Project Settings > Chat Settings > WhatsApp Business.

    image-20240216-120242.png

  2. Set up the WhatsApp Business Platform by following this documentation.

Note

For correct integration of WhatsApp Business with Chat for Jira Service Management, make sure that:

  1. You have set up an open portal to allow anyone to access your portal. 

  2. You're aware of the 24-hour rule according to WhatsApp Business Policy.

  3. There is at least one Agent online on the Chat Dashboard page.

WhatsApp integration works on a project basis. You should not use the same configuration data (user system token, phone number ID, app token, app secret) in different projects. This will lead to a problem when a WA user can receive messages from different projects, but replies will only go to one (last enabled) project.

Controlling new ticket creation from WhatsApp

You can define specific Jira statuses that, when reached by an existing ticket from a user, will trigger a new ticket to be created when a new message is received from that same user via WhatsApp. This is beneficial for scenarios where the user's initial issue might be resolved, but they have a new concern requiring a separate ticket.

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