Open and Update EspoCRM Cases from WhatsApp

By Alva Chew 5 min read Updated November 8, 2026

Yes. AeroChat writes directly into EspoCRM. It opens a Case linked to the customer’s contact and account when they report a problem, and reads the case status when they ask for an update, with a note posted to the case each time.

This recipe gets every support request from chat into EspoCRM as a case your team can work, and answers “any news?” without anyone looking it up. Part of connecting EspoCRM to WhatsApp and AI chat.

What happens today

Customers report problems on WhatsApp because it is quicker than email. Someone on the team reads the message, asks a few questions, then opens EspoCRM to create the case by hand. A day later the customer messages again asking for news, and someone has to find the case and check its status before they can reply.

The flow that works

  1. AeroChat finds the customer’s Contact and Account in EspoCRM by phone number.
  2. For a new problem, it asks what happened and how it affects them.
  3. It creates a Case with the description and priority, linked to the contact and account, and gives the customer the case number.
  4. For an update request, it reads the customer’s open cases and replies with the status.
  5. It posts a note to the case’s stream each time, so the team sees the chat.

What it looks like on WhatsApp

Customer: Our printer from you keeps jamming since yesterday. We can still print, but it’s slow. (example)

AeroChat: Sorry about that. Which model is it, and does the screen show an error code?

Customer: It’s the LX-400, code E12.

AeroChat: Thanks. I’ve opened case 2117 for you. Our support team will reply within one working day.

In EspoCRM: a new Case 2117, “LX-400 jamming, error E12”, status New, priority Normal, linked to the customer’s contact and account, with the details in the description.

The recipe

Copy this into AeroChat

When a customer reports a problem or asks about a support request, follow these steps.

  1. Search EspoCRM for a Contact with the phone number they are messaging from and read their Account. If there is none, ask for their name and company and search again. If you still cannot find them, create a Lead with their details and hand over to our support team.
  2. If they ask about an existing problem, read their open Cases, or the one matching the number they give. Reply with the case number, name, status and when it was last updated. Post a note to the case’s stream that the customer asked for an update on chat.
  3. If they report a new problem, first check our knowledge base for a fix and offer it. If it does not solve it, ask what happened, when it started, the product or model, and how it affects their work.
  4. Create a Case with status New, a short clear name, the details in the description, and priority Normal, or High if they cannot work at all (example rule), linked to their contact and account.
  5. Tell them the case number and that our support team will reply within one working day (example).
  6. If a closed case’s problem has come back, create a new case that mentions the old case number.

Never close or change the status of a case. Never share another customer’s cases. If the customer is upset or asks for a person, hand the conversation to our support team. Reply in the customer’s language.

Change the priority rule and the reply time to match your support promise before you paste it.

What to connect

  • EspoCRM. An administrator goes to Administration, then API Users, and creates an API user with the API Key authentication method and a role that can read contacts and accounts, and read, create and add notes to cases. Copy the API key from the user’s detail view and paste it in, with your EspoCRM address, when AeroChat asks.
  • Your knowledge base. Upload your product guides and common fixes so AeroChat can solve simple problems before it opens a case.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect EspoCRM, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from EspoCRM’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 problems AeroChat tries to fix from the knowledge base before it opens a case.
  • How priority is set.
  • What customers are told about reply times.
  • Who gets the handover.

The result to expect

Every support request from chat is a case in EspoCRM with the details your team needs, and customers get status updates in the chat without anyone looking them up. Your team works the cases instead of retyping them.

Measure it with your own numbers: cases opened from chat, update requests answered without a handover, and time to first reply, for a month before and after.

Next: send WhatsApp leads to EspoCRM and book the meeting.

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 EspoCRM connection behind it. See what each channel does on the EspoCRM integration page.

Open your first EspoCRM case from chat

Paste the recipe, add your EspoCRM API key, and message your own number reporting a problem.

Start your 7-day free trial. No credit card needed.

Sign up for an annual plan on Growth or above and we’ll set up your workflows and connect EspoCRM for you, free. See plans.

More in this section

Send WhatsApp Leads to EspoCRM and Book the Meeting

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