Answer Support Case Questions from SuiteCRM on WhatsApp
This recipe lets customers ask what is happening with their support case and get the answer from SuiteCRM in the same chat, with anything new they send added to the case. Part of connecting SuiteCRM to WhatsApp and AI chat.
What happens today
A customer messages to ask whether anyone is working on their problem. The agent who has the case is busy on another one, so the message waits, and the customer sends it again by email. Now two people are looking at the same case, and the customer still has no answer.
The flow that works
- The customer asks about their case.
- AeroChat finds their contact and case in SuiteCRM.
- It reads the case status and its latest update.
- It tells them where things stand in plain words.
- If they send new details, it adds them to the case as a note.
The recipe
Copy this into AeroChat
When someone asks about a problem they have already reported, follow these steps.
- Ask for their case number if they have it, for example 1042 (example). If not, find their contact in SuiteCRM by the phone number they message from, or by the email they give.
- Find their open cases. If there is more than one, list them by subject and ask which one they mean.
- Tell them the status in plain words. For example, Assigned means an agent is working on it, and Pending Input means we need something from them (example statuses).
- Tell them the name of the assigned user if there is one.
- If they send new details or an answer to our question, add it to the case as a note.
- If they are unhappy, say it is urgent, or the case has had no update for 3 working days (example), hand the conversation to the assigned user, or to our support team if there is none.
Only share these details if the phone number they message from, or the email they give, matches the record. If it does not match, ask for the email on their account and check again. If it still does not match, hand the conversation to our team. Do not share internal notes. Reply in the customer’s language.
Change the status descriptions to match the case statuses in your SuiteCRM before you paste it.
What to connect
- SuiteCRM. An administrator creates a client credentials client for AeroChat under Admin, then OAuth2 Clients and Tokens, with access to contacts, cases and notes. Paste your SuiteCRM address, the client ID and the secret in when AeroChat asks.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect SuiteCRM, then switch it on. If it built the connection from SuiteCRM’s public documentation, the checklist asks you to check it once against the current docs.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- Which statuses AeroChat explains, and in what words.
- Which updates customers may see.
- When a case goes straight to an agent.
The result to expect
Customers get the status of their case in the same chat, and new details land on the case instead of in a separate email. Agents spend less time answering where things stand.
Measure it with your own numbers: case status questions answered without a handover, and repeat messages about the same case, for a month before and after.
Next: send chat leads to SuiteCRM.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same SuiteCRM connection behind it. See what each channel does on the SuiteCRM integration page.
Let customers check their case in chat
Paste the recipe, connect SuiteCRM, and ask about one of your own test cases in the chat.