WhatsApp Ticket Creation

WhatsApp Web

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

   

2. 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.

   

Laminin

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

   

WhatsApp Web

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

   

Laminin

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

   

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

   

3. 7. This opens the customer in the Contacts module

   

4. 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

   

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

   

6. 10. Click on Save

   

7. 11. This creates a new ticket for this WhatsApp conversation

   

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

   

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

   

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

    

11. 15. Click on Save