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. Chat for JSM is now fully integrated with WhatsApp to streamline your service desk.
By connecting the two, you can receive WhatsApp messages and reply in real-time directly from your Jira dashboard.
To access the WhatsApp Integration page:
Open your project, and click Project Settings > Chat Settings > WhatsApp Business.
For correct integration of WhatsApp Business with Chat for Jira Service Management, make sure that:
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.
🚀 Next Steps
First, you’ll need to set up the WhatsApp Business Platform: