WhatsApp Business

Owned by Derya Özdemir
Last updated: May 09, 2024
3 min read

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.

Accessing the WhatsApp Integration page

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

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

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.

Prerequisites

  • You must have the WhatsApp integration enabled.

Configuration steps

  1. Access the project settings by following the steps described above.

  2. Locate the section titled Manage Jira Issues.

  3. 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.

Here are some important considerations:

  • 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.

  • 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.

  • As an agent, you can reopen tickets and add comments there, but any new messages from the customer will be added to that last opened ticket.