WhatsApp integration greeting message (Cloud)

Owned by Mariusz Graj, created
Last updated: Jul 16, 2024 by Derya Özdemir
2 min read

The article describes how to set up an automated greeting message that the customers will see when they send their first message through the Chat for JSM & WhatsApp integration. The term "greeting message" refers to the initial automated message sent to a user in response to their first message in a conversation on WhatsApp.

Steps

Although this feature is not available directly within the app settings, you can achieve it using Jira automation.

Each ticket created through WhatsApp includes the word WhatsApp in the summary. You can use this detail to check if the Summary field contains the phrase WhatsApp, and if it does, send a greeting message accordingly.

The automation configuration details are:

  1. When: Issue created

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  2. Issue fields condition: Summary contains Whatsapp:

  3. Then: Add comment to issue Your message