Add WhatsApp user name to custom field

Jira tickets created through WhatsApp chats initially have Anonymous Chat User as the Reporter. This occurs because the system cannot directly link a customer (even if they exist in your service project) to their WhatsApp account. However, we can retrieve the user's name and phone number from their WhatsApp account information.

This documentation explains how to capture this information for better reporting and tracking.

Step 1: Find the user information

1. Access the Chat information section on the Chats page. This section will display the retrieved user name and phone number.

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Step 2: Capture the user information in a custom field

Additionally, you can copy the WhatsApp user name or phone number to a custom field using Jira Automation.

1. Create a Jira custom field (text type).

2. Go to Project settings > Automation > Create rule.

3. Configure the Jira Automation rule as shown in the provided screenshot.

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4. To fetch the metadata, use the following smart value for user name:

   {{issue.properties."com.spartez.supportchat.chat.metadata"."username"}}

   • or phone number:

     {{issue.properties."com.spartez.supportchat.creator.identity"."value"}}

That’s it. You can now search and filter your tickets based on the custom field, improving reporting and gaining better insights into your customer interactions.