Managing Tickets using WhatsApp

This documentation is for setting up WhatsApp integration with FluentSupport.

Sign up on Twilio #

  • First, you’ll need a Twilio account to get started. Simply head to their website and sign-up for a free account. You’ll need an email address to start off with their free trial. You’ll also need a Mobile no. that will be verified. So make sure to use a number you have to access to.

Setup Twilio console #

  • After signing up you have to configure the Twilio console. You can use the information in the following image to configure.
WhatsApp integration FluentSupport

  • After configuring, click Get Started with Twilio. You’ll get the Account SID and Auth Token for the Twilio account on the following Console page.
WhatsApp integration FluentSupport

  • Copy these and paste them into Fluent Support’s Twilio settings page under Notification Integration.
WhatsApp integration FluentSupport

Setup WhatsApp Sandbox #

  • Once you’re done copying the Twilio Console information, it’s time to set up the WhatsApp Sandbox. From Console, go to Settings under Messaging in the left-hand sidebar and Select WhatsApp Sandbox settings. 
WhatsApp integration FluentSupport
Whatsapp Sandbox Settings

  • After enabling the Sandbox, Twilio provides a WhatsApp no. and a code.
WhatsApp integration FluentSupport

  • Create a WhatsApp contact with this number and send the provided code from your WhatsApp account. 
  • This will return a notification to your Twilio WhatsApp chat. Also, a Message received notification will appear on the Twilio page. Now click on Next: Send a one-way message at the bottom of the page. On the next page, click Send a two-way message.
WhatsApp integration FluentSupport

  • In this step, you must reply to the notification from Twilio. This will show as another Message notification in the Twilio WhatsApp Sandbox. 
WhatsApp integration FluentSupport

  • When complete, click Next: Configure your Sandbox.
WhatsApp integration FluentSupport

Enable replying for WhatsApp integration #

  • Copy the WhatsApp number from this page and paste it into Fluent Support’s Twilio settings page under Notification Integration Settings.
WhatsApp integration FluentSupport

  • Now you have to configure the sandbox, mainly entering the end-point URL in WHEN A MESSAGE COMES IN. For this link, you have to enable the reply feature for Twilio in FluentSupport
  • Enabling replies generates a URL in FluentSupport’s Twilio settings page. Copy this URL and paste it into the When a message comes in the field on the WhatsApp Sandbox configuration page. You also have to enable the events to get related notifications. After completing, hit Save Twilio settings
WhatsApp integration FluentSupport

  • Finally, you must paste the WhatsApp number for agents who want to reply in their FluentSupport Staff profile. 
WhatsApp integration FluentSupport

  • Make sure to include the Country code when adding this number. Now you can receive ticket notifications on the Twilio chat in WhatsApp and submit responses by replying to the ticket notifications.
WhatsApp integration FluentSupport

Note: To reply to tickets directly from WhatsApp chat, you’ll have to type in ##Ticket number## before the message. For example, to reply to ticket no. 33 you have to type ##33## and then type your response.