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 Authtoken for the Twilio account in 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

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 Twilio page. Now click on Next: Send a oneway message at the bottom of the page. In the next page click Send two-way message.

WhatsApp integration FluentSupport

In this step you have to reply to the notification sent 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 the FluentSupport’s Twilio settings page. Copy this URL and paste it into WHEN A MESSAGE COMES IN field on the WhatsApp Sandbox configuration page. You also have to enabe the events to get realted notifications. After completing hit Save Twilio settings

WhatsApp integration FluentSupport

Finally, you have to 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.