Check Groove Conversation Status on WhatsApp
Yes. AeroChat works directly with Groove. When a customer asks about their request, it finds their conversation in Groove by email or conversation number and tells them whether it is open, snoozed or closed.
This recipe lets customers check their Groove conversation in chat, without waiting for someone to look it up. Part of connecting Groove to WhatsApp and AI chat.
What happens today
A customer who emailed your support address last week messages on WhatsApp to ask what is happening. Someone opens Groove, searches for the contact, reads the thread and types a reply. Many of these chats are only status checks, and they take time away from the conversations that need work.
The flow that works
- AeroChat asks for the email the customer used, and the conversation number if they have it.
- It finds their conversations in Groove by that email, or reads the conversation by number.
- It tells them the state in plain words, with a short summary of the latest reply from your team.
- If they add new details, it adds them to the conversation as a note and reopens it if it was snoozed.
- If they want to speak to someone, it assigns the conversation to your team and says so.
What it looks like on WhatsApp
Customer: Hi, I emailed about my export problem. Any update? (example)
AeroChat: Which email did you write from?
Customer: sam@example.com
AeroChat: Thanks, Sam. Your request is snoozed until Thursday. Our team found the cause and expects the fix in this week’s update. Anything you’d like to add?
Customer: It also fails in Safari.
AeroChat: Thanks, I’ve added that to your request and flagged it for the team.
In Groove: a note “From chat: also fails in Safari” on Sam’s conversation, which is set back to open.
The recipe
Copy this into AeroChat
When a customer asks about a support request they already raised, follow these steps.
- If they give a conversation number, ask for the email they used too. If not, ask: “Which email did you use when you contacted us?”
- Find their conversations in Groove by that contact email. If they gave a number, look up that conversation.
- Only share a conversation if the contact’s email on it matches the email they gave you. If nothing matches, say you could not find it and offer to log a new request.
- If they have more than one open conversation, list the subjects and ask which one they mean.
- Tell them the state in plain words: unread or open means our team has it, snoozed means it is paused until a set date, often while we wait for a fix or for them, and closed means we have marked it as resolved.
- Summarise the latest reply from our team in one or two lines. Never share notes word for word.
- If they add details, add them to the conversation as a note that starts with “From chat:”. If it was snoozed or closed, set it back to open.
- If they ask for a person, or the conversation has had no reply from us for three working days (example), assign it to our support team and tell them a team member will reply by email.
Do not promise a fix date that is not written in the conversation. Reply in the customer’s language.
Change the state wording and the three-day limit to match how your team works before you paste it.
What to connect
- Groove. An admin goes to Settings, then Organization, then API, and copies the API token. Paste it in when AeroChat asks.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Groove, then switch it on. If it built the connection from Groove’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 states AeroChat shares, and the words it uses for each.
- How a customer shows the conversation is theirs.
- When a status check becomes a handover to your team.
The result to expect
Customers get an answer about their request in the same chat, at any hour. Your team spends less time on “any update?” messages and more on the open conversations.
Measure it with your own numbers: status questions answered in chat without a handover, and your team’s first reply time on open conversations, for a month before and after.
Next: log Groove conversations from support chats.
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 Groove connection behind it. See what each channel does on the Groove integration page.
Let customers check their own requests
Paste the recipe, add your Groove API token, and ask about a test conversation in the chat.
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