FAQ & Troubleshooting: WhatsApp integration

Here are the answers to some of your most frequently asked questions about the Chat for JSM and WhatsApp Business integration. If you think we’re missing anything, let us know by getting in touch with us.

1. Why don't I receive messages from WhatsApp?

If you have followed the configuration instructions but are still unable to view tickets in Jira that were initiated through WhatsApp, there are several aspects you should verify:

• Your WhatsApp Business App is in Live mode.

• You have entered the Phone Number ID (not the actual phone number) in the settings.

• You have set up an open portal to allow anyone to raise a ticket in your service project. 

• The request type chosen for issues created through Chat only requires a summary and no other fields are required in Jira settings. See the solution here.

2. Why am I unable to respond to tickets initiated via WhatsApp?

If you encounter a permissions error message from Meta while attempting to reply, please review the following steps:

• Ensure that the System User you are using has an Admin role.

• Confirm that you have assigned your WhatsApp app to this user before generating the token.

• Verify that you selected all three types of permissions during the token generation process.

If you get an error about a 24-hour rule violation, learn more here: WhatsApp 24-hour rule .

3. Why do tickets initiated through WhatsApp display "Anonymous Chat User" as the Reporter?

Jira's Reporter field requires the customer's email address. When creating a ticket from a WhatsApp user, we only have access to the user's phone number, not their email. If necessary, you can manually change the Reporter field. To identify the customer, refer to the Chat information section, where you can view the WhatsApp user's name and phone number.

Additionally, discover how to add a username or phone number to a custom field by visiting this link: Add WhatsApp user name to custom field.

4. Can I use the pre-chat form for WhatsApp conversations?

Due to the nature of WhatsApp conversations, certain settings that are applicable to the Chat Widget on a website or the Jira Customer Portal cannot be utilized in WhatsApp chats. This includes such functionality as greeting messages, pre-chat form, knowledge base integration, and visibility schedule.

To set up automated greeting messages in WhatsApp, you can use Jira Automation.

5. How do I resolve the error "Error while fetching data from WhatsApp: (#131030) Recipient phone number not in allowed list"?

Follow the instructions provided here to resolve this issue.