Answer Support Ticket Questions from EngageBay on WhatsApp
This recipe lets customers ask what is happening with their support ticket and get the answer from EngageBay in the same chat, or open a new ticket without leaving it. Part of connecting EngageBay to WhatsApp and AI chat.
What happens today
A customer emailed about a problem two days ago and now messages on WhatsApp to ask what is happening. Whoever picks up the chat has to search the helpdesk, find the ticket and type back an update. If nobody does, the customer opens a second ticket and your team handles the same problem twice.
The flow that works
- The customer asks about their problem or ticket.
- AeroChat finds the ticket in EngageBay.
- It reads the status and tells them where things stand.
- If they have no ticket, it creates one with the details.
- If the ticket needs a person, it hands the conversation over.
The recipe
Copy this into AeroChat
When someone asks about a problem they reported, or reports a new one, follow these steps.
- Ask for their ticket number and the email they used when they reported it.
- Find the ticket in EngageBay. Check that the email on the ticket matches the email they gave.
- Tell them the status in plain words. For example, Open means it is waiting for our team, and Pending means we need something from them (example statuses). Tell them the name of the person handling it if one is assigned.
- If they send new details, add a note to their contact with those details and tell them the person handling the ticket will see it.
- If they do not have a ticket, ask for a short description of the problem and their order number if there is one. Create a ticket with those details from their email address, and give them the ticket number.
- If they are unhappy or the problem is urgent, hand the conversation to our support team.
If the email does not match the ticket, do not share any details. Ask them to check the email they used, and hand the conversation to our team if it still does not match. Reply in the customer’s language.
Change the status descriptions to match the ticket statuses in your EngageBay helpdesk before you paste it.
What to connect
- EngageBay. An admin opens Account Admin Settings, then API, and copies the REST API key. Use an account that can see helpdesk tickets. Paste it in when AeroChat asks.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect EngageBay, then switch it on. If it built the connection from EngageBay’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 details it asks for when it opens a new ticket.
- When a ticket goes straight to a person.
The result to expect
Customers get the status of their ticket in the same chat, and new problems arrive as tickets with the details already filled in. Fewer duplicate tickets reach your team.
Measure it with your own numbers: ticket status questions answered without a handover, and duplicate tickets, for a month before and after.
Next: send chat leads to EngageBay contacts.
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 EngageBay connection behind it. See what each channel does on the EngageBay integration page.
Let customers check their tickets in chat
Paste the recipe, add your EngageBay API key, and ask about one of your own test tickets in the chat.
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