WhatsApp integration permissions (Cloud)

This document explains how Jira Service Management (JSM) project permissions can affect the visibility of WhatsApp messages from customers for your agents.

Problem

Agents may not see messages from customers. If the JSM and WhatsApp integration is properly configured, this issue is often due to restricted project settings.

Solution

If the whole integration between JSM and WhatsApp is set up correctly, but it still doesn’t work, then you have to check directly in the project where Chat is enabled. To do that, navigate to Project Settings > Customer permissions.

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Suppose it is set to Restricted. In this situation, Chat will work for registered users but will block all WhatsApp messages, even if someone may have created a ticket through the integration but later the settings were set to Restricted.

However, if you want to keep channel access restricted but also want to use WhatsApp integration, there is a workaround.

Every WhatsApp conversation is registered through an Anonymous Chat User. You can check if an Anonymous Chat User exists in the project in the Customers section:

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You also have to go to Project Settings > People and manually add an Anonymous Chat User with the role Service Desk Customers using the Add Customers button. After that, messages sent by customers through WhatsApp will be visible even if the channel access is restricted.