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This page is about Chat for JSM Cloud. Using Server or Data Center? Click here. |
WhatsApp is the most widely used direct messaging app ever, and more and more companies, both offline and online, are realizing the need to integrate this channel into their businesses.
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Chat for JSM is now fully integrated with WhatsApp to streamline your service desk.
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By connecting the two, you can receive WhatsApp messages and reply
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directly from your Jira dashboard in real time.
See the integration in action:
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Open your project, and click Project Settings > Chat Settings > WhatsApp Business.
Set up the WhatsApp Business Platform by following this documentation.
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You have set up an open portal to allow anyone to access your portal.
You're aware of the 24-hour rule according to WhatsApp Business Policy.
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.
Prerequisites
You must have the WhatsApp integration enabled. When you enable the integration, the related settings will replace the previous integration configurations, allowing you to use the feature.
Configuration steps
Access the project settings by following the steps described above.
Locate the section titled Manage Jira Issues.
Utilize the dropdown to select the specific Jira statuses (e.g., Closed, Resolved, Done) that will trigger the creation of a new ticket upon receiving a new message from the same WhatsApp user.
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Here are some important considerations:
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A user can only have one active issue at a time. All new messages from this user will be added as comments to this active issue.
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If the user's active ticket transitions to one of the chosen statuses you've selected, a new message will trigger a new separate ticket.
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Questions?
Enjoy the integration, and feel free to share your feedback with us! For more information, refer to the product documentation.
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