Check HappyFox Ticket Status on WhatsApp
Yes. AeroChat works directly with HappyFox. When a customer asks about their ticket, it finds it in HappyFox by their email or ticket number and tells them the status in the words your team uses.
This recipe lets customers check their HappyFox ticket in chat, without waiting for someone to look it up. Part of connecting HappyFox to WhatsApp and AI chat.
What happens today
A customer who raised a ticket last week messages on WhatsApp to ask what is happening. An agent opens HappyFox, searches for the contact, reads the updates and types a reply. Many of these chats are only status checks, and they take time away from the tickets that need work.
The flow that works
- AeroChat asks for the email the customer used, and their ticket number if they have it.
- It searches HappyFox for that contact’s tickets, or reads the ticket by number.
- It tells them the status, explained in plain words, with a short summary of the last reply from your team.
- If they add new details, it adds them to the ticket as a reply from the contact.
- If they want to speak to someone, it adds a private note and assigns the ticket to your team.
What it looks like on WhatsApp
Customer: Hi, ticket 2391, still being logged out. (example)
AeroChat: Thanks. Can you confirm the email on your account?
Customer: tom@example.com
AeroChat: Your ticket is On Hold. That means our technical team asked you a question and is waiting for your answer: which app version you’re on. You can find it under Settings, About.
Customer: It’s 4.2.1.
AeroChat: Thanks, I’ve added that to your ticket so the team can carry on.
In HappyFox: a reply from Tom on ticket 2391 with “App version 4.2.1”, added from chat.
The recipe
Copy this into AeroChat
When a customer asks about a ticket they already raised, follow these steps.
- If they give a ticket number, ask for the email they used too. If not, ask: “Which email did you use when you contacted us?”
- Search HappyFox for tickets from that contact email. If they gave a ticket number, read that ticket.
- Only share a ticket 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 raise a new one.
- If they have more than one open ticket, list the subjects and ask which one they mean.
- Tell them the status by its HappyFox name and what it means: New means it is waiting for a team member, In Progress means we are working on it, On Hold means we are waiting for something from them or a third party, and Closed means we have marked it as resolved (example status names).
- Summarise the last reply from our team in one or two lines. Never share private notes.
- If they add details, add them to the ticket as a reply from the contact.
- If they ask for a person, or the ticket has had no reply from us for three working days (example), add a private note saying so and assign the ticket to our team lead on duty (example). Tell them a team member will reply.
Do not promise a fix date that is not written in the ticket. Reply in the customer’s language.
Change the status names and the three-day limit to match the statuses you use in HappyFox before you paste it.
What to connect
- HappyFox. An admin goes to Apps, then Goodies, then API, clicks Enable, creates an API key for AeroChat and copies the key and auth code. Choose the HappyFox agent that AeroChat’s notes and assignments are recorded under. Paste the details in when AeroChat asks.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect HappyFox, then switch it on. If it built the connection from HappyFox’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 shares, and the words it uses for each.
- How a customer shows the ticket is theirs.
- When a status check becomes a handover to your team.
The result to expect
Customers get an answer about their ticket in the same chat, at any hour, and tickets on hold get the missing detail sooner. Your agents spend less time on “any update?” messages and more on the open tickets.
Measure it with your own numbers: status questions answered in chat without a handover, and how long tickets stay on hold, for a month before and after.
Next: create HappyFox tickets 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 HappyFox connection behind it. See what each channel does on the HappyFox integration page.
Let customers check their own tickets
Paste the recipe, add your HappyFox API key and auth code, and ask about a test ticket in the chat.
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