WhatsApp Integration

[michellealva]

Some use cases we can handle in Frappe Helpdesk:

1. Customer replies to tickets from WhatsApp
   Instead of “reply by email,” customers can just respond on WhatsApp.
   Example:
   Ticket created → customer gets WhatsApp notification
   “Your ticket 0001 has been created”
   Customer replies directly in WhatsApp. Message appears as a thread reply inside Helpdesk

2. Ticket creation from WhatsApp
   Customer will send "Hi". Then send auto message with options to create ticket. Once done,
   Automatically:

• ask issue category
• ask description
• ask screenshots/files
• suggest help articles
• create contact (if new)
• create ticket
• assign ticket
  continue the conversation from Helpdesk, and update customer on WhatsApp on ticket updates

3. SLA + status notifications
   Examples:

• Ticket received
• Assigned to agent
• Waiting for your response
• Resolved
• Auto-closed after inactivity

They can opt out of this.

4. Send Help articles

• Send "hi". One option would be read help articles.. we can link KB articles here.

5. Send CSAT / feedback collection
   After resolution:
   “How was your support experience? ⭐⭐⭐⭐⭐”