WhatsApp Ticket Creation by an Agent

Created by Etienne Marais, Modified on Thu, 6 Mar at 6:35 PM by Etienne Marais

How to create a ticket from a WhatsApp conversation

View this guide in Tango

1. The customer sends a WhatsApp to our WhatsApp for Business number that is integrated with Laminin

The customer sends a WhatsApp to our WhatsApp for Business number that is integrated with Laminin

2. In this example the customer is service by a chatbot and later taken to a menu, the customer opts to speak to an agent.

In this example the customer is service by a chatbot and later taken to a menu, the customer opts to speak to an agent.

3. In Laminin the conversation is assigned to an agent who replies to the customer

In Laminin the conversation is assigned to an agent who replies to the customer

4. The customer replies with a request for more information and to be contacted.

The client replies with a request for more information and to be contacted.

5. The agent replies from Laminin with a confirmation of the request and that a ticket will be created.

The agent replies from Laminin with a confirmation of the request and that a ticket will be created.

6. The agent clicks on the customer's name to open the customer in the Contacts module

The agent clicks on the client's name to open the client in the Contacts module

7. This opens the customer in the Contacts module

This opens the client in the Contacts module

8. To create a new ticket for this WhatsApp conversation the agent clicks on New Case

Note: Case can called Ticket or Lead depending on your Laminin instance

To create a new ticket for this WhatsApp conversation the agent clicks on New Case

9. Select the Campaign that the ticket should be created in

Select the Campaign that the ticket should be created in

10. Click on Save

Click on Save

11. This creates a new ticket for this WhatsApp conversation

This creates a new ticket for this WhatsApp conversation

12. The WhatsApp Messages tab can be expanded to view the conversation

The WhatsApp Messages can be expanded to view the conversation

13. Here is a snapshot of the conversation under the WhatsApp Messages tab

14. The agent creates a note so that the Sales Team has some context of the ticket

The agent creates a note so that the Sales Team has some context of the ticket

15. Click on Save

Click on Save

For any questions or additional support, please mail our team at support@lamin.in

When logging a ticket with the Laminin support team, please provide as much information as possible. This can include references to specific leads or recordings as well as descriptions and screenshots of your own troubleshooting.