--- title: Managing Tickets Using WhatsApp description: "[**Fluent Support**](https://fluentsupport.com/) allows you to manage your tickets using **WhatsApp**. You can see your New Tickets notification in your **WhatsApp** account and reply to your ticket from this. This article will guide you in setting up **WhatsApp** integration with **FluentSupport**. ##…" url: "https://fluentsupport.com/docs/whatsapp-integration-via-twilio/" updated: "2024-12-03" category: Ticket Management using Third Parties --- # Managing Tickets Using WhatsApp [**Fluent Support**](https://fluentsupport.com/) allows you to manage your tickets using **WhatsApp**. You can see your New Tickets notification in your **WhatsApp** account and reply to your ticket from this. This article will guide you in setting up **WhatsApp** integration with **FluentSupport**. ## Fluent Support Twilio Settings To learn how to manage your Tickets using Twilio (WhatsApp), follow the steps with the screenshots below – ### Sign Up On Twilio First, you’ll need a **[Twilio](https://www.twilio.com/)** account to get started, go to their [**website**](https://www.twilio.com/) and **sign up for a free account.** You will also need an **Email** **Address** and a **verified mobile** **number** to start with their free trial. So make sure to use a number you have access to. ### Get The **Account SID** And **Auth Token** From Twilio Once you finish the signup and all Twilio Console configurations, you will get the **Account SID** and **Auth Token** for the **Twilio account** from the **Console** **page**. Now, copy this to use it later. ![Account SID And Auth Token From Twilio](https://fluentsupport.com/wp-content/uploads/2024/06/Account-SID-and-Auth-Token-scaled.webp) ### Get The WhatsApp Number from Twilio Once you’re done copying the Twilio Console information, it’s time to get the **WhatsApp number**. Go to **Messaging** in the left-hand sidebar from the Console, expand the **Try it out** dropdown, and Select**Send a WhatsApp Message. ** After enabling the Sandbox, Twilio provides a **WhatsApp** **Number** and a **Code**. ![WhatsApp Number from Send a WhatsApp message under Twilio](https://fluentsupport.com/wp-content/uploads/2024/06/Get-Whatsapp-number-from-Messaging-tab-under-send-a-whatsapp-message-scaled.webp) But, before using this number, you have to set up the **WhatsApp Sandbox**. To **learn how to set up** WhatsApp Sandbox, follow the steps with screenshots below - #### Setup WhatsApp Sandbox Now, **create** a **WhatsApp contact with this number** and **send** the provided **code** from your desired **WhatsApp** **Account**. This will **return a notification** to your **Twilio** **WhatsApp** **chat**. ![provided code in whatsApp contact](https://fluentsupport.com/wp-content/uploads/2024/06/Send-provided-code-in-whatsapp-contact-1.webp) Also, a **message** **received** **notification** will **appear** in the **Sandbox**. To begin a business-initiated chat, **select** one of our **pre-approved** **templates** from the **Message Template** dropdown list just by clicking the **Arrow Icon**, and after selection click the **Send template message** button. You can engage your users in business-related dialogue at this phase. The use of pre-approved templates was needed for business-initiated interactions up to the user's response. Now, click the **Next step** and go to the **User-initiated conversation** page. ![Pre-approved templates & next step button](https://fluentsupport.com/wp-content/uploads/2024/06/Pre-approved-templates-next-step-button-1.webp) And, this will show as another **Message notification**in the**Sandbox**. But to get the message notification, you should **reply** to the**previously sent template message**from your**WhatsApp account**. ![Send a Reply from Twilio](https://fluentsupport.com/wp-content/uploads/2024/06/Send-A-Reply-from-Twilio-2.webp) From here, you can also **send** **messages** to **Twilio WhatsApp chat**. Now, again click the **Next step** and go to the **Wrap-up** page. ![User-intended conversation page](https://fluentsupport.com/wp-content/uploads/2024/06/User-intended-conversation-page-2.webp) On this page, you will see that configuringyour**WhatsApp Sandbox**is done**.** ![Wrap up page](https://fluentsupport.com/wp-content/uploads/2024/06/Wrap-up-page.webp) ## Configure Whatsapp (Twilio) in Fluent Support Go to **Settings** or **Global Settings** from the **Fluent Support Dashboard** and select **Notification Integrations** from the left sidebar to find the **Twilio** option. Open the **Twilio Integration Settings **page**.** Now fill in all the fields with the necessary information (**Account SID**, **Auth Token**, and **WhatsApp** **Number**) that you have copied before. You can **enable the checkboxes** if needed. Once you are done, do not forget to click the **Save Twilio Settings** button. ![Twilio Integration Settings](https://fluentsupport.com/wp-content/uploads/2024/06/Twilio-Integration-Settings-2-scaled.webp) **A brief explanation of other options mentioned above –** - **Notification Events:** Using this option, choose for which instances you want to be notified through Twilio. The available notification events are – **Ticket Created**, **Ticket Closed**, **Replied by Customer**, and **Ticket** **Assigned** **To** **Agent**. - ****Enable Twilio Integration**:** Enable this option, to get the two other options for enabling replies from WhatsApp through agents. - **Enable Reply From WhatsApp (Agent can directly reply from Telegram): **You can also enable this option so that your support agents can directly reply from WhatsApp. To **enable this** you need to **copy the provided URL** and paste it to **When a message comes in** field under the **Sandbox Settings** tab in Twilio. - **Fallback Agent for reply from WhatsApp message:**Using this option, you can select a specific fallback agent from the dropdown list for replies from WhatsApp messages. ## Reply Tickets From WhatsApp To reply to any tickets direcly from WhatsApp, follow the steps with screenshots below – Go tothe**Sandbox Settings** tab from this page and **paste the URL** that you have copied before from the **Twilio Integration Settings**page inside the **WHEN A MESSAGE COMES IN** field. Then, copy the **WhatsApp Number** from the **Sandbox Participants.** ![Sandbox Settings](https://fluentsupport.com/wp-content/uploads/2024/06/Sanbox-Settings-1.webp) Now, again go back to **Settings** from **Fluent Support** **Dashboard** and open the **Support Staff**settings option from the left sidebar. Click the **Pencil Icon** of your **desired agent**you want to give access to reply. ![Support Staff](https://fluentsupport.com/wp-content/uploads/2024/06/Support-Staff-1-scaled.webp) Scroll down to **Twilio Integration** and paste the **WhatsApp Number** you copied before. Then, hit the **Update** button. 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 number field](https://fluentsupport.com/wp-content/uploads/2024/06/WhatsApp-number-field-inside-Twilio-Integration-1.webp) **Note:**To reply to any specific 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. If you have any further questions, concerns, or suggestions, please do not hesitate to contact our[**@support team**](https://wpmanageninja.com/support-tickets/?utm_source=wpmn&utm_medium=home&utm_campaign=site#/). Thank you.