WhatsApp Ticket Creation

Xander van Wyk

Created Mar 06, 2025

WhatsApp Ticket Creation

How to create a ticket from a WhatsApp conversation

16
    w

WhatsApp Web

2 Steps
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.
    d

Laminin

1 Step
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
    w

WhatsApp Web

1 Step
4

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

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

Laminin

11 Steps
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 customer's name to open the customer in the Contacts module
7

This opens the customer in the Contacts module

This opens the customer 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 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

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
Well done!
Create how-to guides like this in a snap. Get Tango now.