Connect Groove to WhatsApp, Instagram, TikTok and AI Chat
Yes. AeroChat works directly with Groove. It reads conversations and contacts, and writes conversations, notes, tags, assignments and contact details through Groove’s GraphQL API, on WhatsApp, Instagram, web chat and every other channel your customers use.
Customers message you on WhatsApp, Instagram, Messenger, TikTok, Telegram, web chat or email, and your support team works in Groove. AeroChat answers those messages, logs a Groove conversation with the chat transcript when a case needs your team, tells customers where their request stands, and hands the conversation to an agent or team in Groove when a person is needed. It connects through Groove’s public API. You describe the workflow in your own words, AeroChat builds it, and Groove stays the record your team works from.
What you can do with Groove and AeroChat
- Log Groove conversations from support chats. When a problem needs your team, AeroChat finds or creates the contact and starts a conversation in the Groove inbox you choose, with the chat transcript as the first note.
- Answer “what’s happening with my request?”. AeroChat finds the customer’s conversations by their email or conversation number and tells them whether it is open, snoozed or closed.
- Recognise returning customers. AeroChat looks up the contact in Groove by email before it replies, so it knows who they are and whether they have an open conversation.
- Add follow-up details to an open conversation. When a customer sends more information, AeroChat adds it to their conversation as a note, so the agent sees one thread.
- Tag conversations. AeroChat adds your Groove tags, for example chat, refund or bug, so conversations land in the right folders and reports.
- Keep contact details up to date. When a new customer gets in touch, AeroChat creates a Groove contact, and it updates the contact when details change.
- Hand over to your team. When a person is needed, AeroChat assigns the conversation to an agent or team, sets it to open and tells the customer what happens next.
What it looks like on WhatsApp
Customer: Hi, I was charged for a plan I cancelled last month. (example)
AeroChat: Sorry about that. Which email is on your account? I’ll pass this to our billing team.
Customer: ana@example.com
AeroChat: Thanks, Ana. Our billing team has your request and will reply by email within one working day (example).
In Groove: a new open conversation in the Support inbox for Ana’s contact, starting with a note that holds the chat transcript, tagged chat and billing, and assigned to the billing team.
Customer: Is my refund request still being looked at? (example)
AeroChat: Yes. Your request is open and our billing team is checking the charge.
In Groove: nothing changes. AeroChat read the conversation after matching Ana’s email.
Works on every chat channel
Your customers message you wherever they already are. The same Groove connection and the same workflows run on every channel AeroChat supports, and Groove stays the record whichever one they use.
| Channel | What your customers can do |
|---|---|
| Message your WhatsApp Business number to raise a support request, add details to it or ask where it stands. Voice notes are transcribed, so a spoken request works too. | |
| Send the same requests by direct message. A comment on your post can get an automatic reply that moves the conversation to a DM. | |
| Facebook Messenger | Send the same requests to your Facebook Page. Comments on your Page posts can get an automatic reply too. |
| TikTok | Send the same requests by TikTok direct message or TikTok Shop buyer chat. Both arrive in the same TikTok inbox. |
| Telegram | Send the same requests to your business on Telegram. |
| Web chat | Do the same from the chat on your website, without leaving the page. |
| Write to your Gmail or Office 365 address and get the same answer the chat gives. |
How the connection works
AeroChat connects through Groove’s GraphQL API, the current version of Groove’s API, documented on the Groove developer site. Through it, AeroChat finds contacts and conversations, logs new conversations, adds notes and tags, assigns conversations and changes their state. Each workflow uses only what its recipe asks for.
- What AeroChat reads from Groove: contacts found by email, conversations found by contact email or conversation number with their state and assignee, a conversation’s messages and notes, and your tags, agents, teams and inboxes.
- What AeroChat writes to Groove: new contacts and contact updates, new conversations that start with a note holding the chat transcript, notes added to a conversation, tags, the agent or team a conversation is assigned to, and its state, such as open or snoozed.
To connect, a Groove admin goes to Settings, then Organization, then API, and copies the API token. Groove’s own developer docs say parts of the inbox API are still being built, so AeroChat uses only the operations Groove documents today.
You describe the workflow in your own words, for example “when a customer reports a billing problem, log a Groove conversation with the transcript, tag it billing and assign it to the billing team”. AeroChat builds the workflow as a draft and asks for the Groove API token by name. You enter it in the AeroChat dashboard. It never passes through the conversation.
Workflows to copy
Seven ready-made workflows for Groove. Copy one into AeroChat, add your Groove API token, and it runs on every channel.
1. Log a Groove conversation from a support chat
Copy this into AeroChat
When a customer reports a problem that needs our team, ask for their name, email, their order or account number if there is one and a short description. Find the contact in Groove by email, or create one. Log a new conversation for them in our Support inbox (example), starting with a note that holds the chat transcript and the order number. Add the tag chat. Tell them our team will reply by email within one working day (example).
2. Answer “what’s happening with my request?”
Copy this into AeroChat
When a customer asks about a request they already raised, ask for the email they used, and the conversation number if they have it. Find their conversations in Groove by that email, or look up the number. Only share a conversation if the contact’s email matches. 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 something, and closed means we have marked it as resolved. Never share notes word for word.
3. Recognise a returning customer
Copy this into AeroChat
When someone gives their email, look them up in Groove contacts. If you find them, greet them by name and check whether they have an open conversation. If they do, ask whether they are writing about it before you log a new one.
4. Add follow-up details to an open conversation
Copy this into AeroChat
When a customer with an open conversation sends more details, such as a screenshot, an invoice number or a new address, add them to that conversation as a note that starts with “From chat:”. If the conversation is snoozed, set it back to open so the team sees it. Tell the customer the details are with the team.
5. Tag conversations by topic
Copy this into AeroChat
When you log or update a conversation from chat, add the tag chat. Add billing for payment questions, refund when they ask for money back and bug when something in our product is not working (example). Use only tags that already exist in Groove.
6. Keep contact details up to date
Copy this into AeroChat
When a new customer gets in touch, create a Groove contact with their name and email. When a known customer gives a new name or company, confirm it with them and update their contact. Add a note to their open conversation saying what changed.
7. Hand over to your team in Groove
Copy this into AeroChat
When a customer asks for a person, is upset, or asks for something you cannot do, make sure they have a conversation in Groove. Add a note with a three-line summary of the chat. Assign the conversation to our billing team for payment problems and to our support team for everything else (example), and set it to open. Tell the customer a team member will reply by email.
Who uses it
Any business that tracks support cases in Groove can use it. Online stores use it for order problems and returns, hotels for guest complaints, and suppliers for account questions. These recipes fit a help desk:
- Returns and exchanges for fashion stores
- Complaint handover for hotels
- Account and invoice questions for B2B suppliers
What stays in Groove
Groove stays your record. Conversations, contacts, inboxes, folders, rules, your agents’ replies and your reports live there, and your team still works and closes the conversations. AeroChat handles the chat on your channels. It looks up, logs and updates the conversations your recipe asks for and leaves the rest to Groove and your team.
WhatsApp workflows that use Groove
These end-to-end WhatsApp workflows run with Groove behind them. See them all in the WhatsApp workflows library.
- WhatsApp Order Tracking That Answers From Your Store Data
- WhatsApp Returns and Refunds Checked Against Your Policy
- WhatsApp Order Changes and Cancellations Within Your Rules
Questions
Does AeroChat work with Groove?
Yes. It connects through Groove’s GraphQL API with an API token from your own Groove account. It is not a Groove product or listing.
Does AeroChat replace Groove?
No. Groove stays the place your team works and closes conversations. AeroChat answers customers on your chat channels, logs and updates Groove conversations, and hands over to your agents in Groove when a person is needed.
Do I need a developer?
No. You describe the workflow, AeroChat builds it, and a Groove admin copies the API token from Settings, Organization, API into the dashboard.
Which plan do I need?
On the Groove side, an admin copies the API token from Settings, Organization, API. If you do not see it, ask Groove whether your plan includes API access. On AeroChat, workflows via Skills are on every plan. Choose the plan by how many messages you get: Starter covers 500 AI responses a month, Growth 2,000 and Advanced 5,000.
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.
Connect Groove to your chat
Paste the first recipe, add your Groove API token, and report a test problem from your own phone.
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 Groove for you, free. See plans.