Log Groove Conversations from WhatsApp Chats

Yes. AeroChat works directly with Groove. When a chat needs your team, it finds or creates the contact, logs a Groove conversation that starts with the chat transcript as a note, tags it and assigns it to the right agent or team.

This recipe makes sure every support case raised in chat ends up in Groove with the details your team needs to work on it. Part of connecting Groove to WhatsApp and AI chat.

What happens today

Your team answers email in Groove, but customers also write on WhatsApp and Instagram. Those cases sit in a phone or a separate app. Someone copies them into Groove when they have time, or they never get there at all, and nobody else on the team can see what was promised.

The flow that works

AeroChat answers what it can from your knowledge base, such as refund rules or delivery times.
When the problem needs your team, it asks for the customer’s name, email, order or account number and a short description.
It finds the contact in Groove by email, or creates one, and checks for an open conversation about the same problem.
It logs a new conversation in the inbox you choose, starting with a note that holds the transcript, and adds your tags.
It assigns the conversation to the right agent or team and tells the customer what happens next.

What it looks like on WhatsApp

Customer: The export button in my dashboard does nothing. (example)

AeroChat: Sorry about that. Which email do you sign in with, and which browser are you using?

Customer: sam@example.com, Chrome.

AeroChat: Thanks, Sam. Our support team has your report and will reply by email within one working day (example).

In Groove: a new open conversation in the Support inbox for Sam’s contact, starting with a note that holds the chat transcript, tagged chat and bug, and assigned to the support team.

The recipe

Copy this into AeroChat

When a customer reports a problem, follow these steps.

First check our knowledge base. If the answer is there, reply with it and ask if that solves it.

If the problem needs our team, ask for their name, the email they use with us, their order or account number if there is one and a short description. Ask for a screenshot if it helps.

Look up the contact in Groove by email. If there is no match, create a contact with their name and email.

If they already have an open conversation about the same problem, add the new details to it as a note instead of logging another one.

Otherwise log a new conversation for the contact in our Support inbox (example). Start it with a note that holds a one-line summary, the chat transcript and the order or account number.

Add the tag chat, plus billing for payment problems or bug for product problems (example). Use only tags that already exist in Groove.

Assign the conversation to our billing team for payment problems and to our support team for everything else (example).

Tell the customer which team has their request and that they will hear back by email within one working day (example).

Do not promise a refund, fix or date that our team has not confirmed. Reply in the customer’s language.

Change the inbox, tags, teams and reply time 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, and tell AeroChat which inbox to log conversations in.
Your knowledge base. Add your refund, delivery and troubleshooting answers so AeroChat can solve simple questions before it logs a conversation.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Groove, add your knowledge base if the recipe uses one, 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 problems AeroChat answers itself and which become a Groove conversation.
The inbox, tags and team each kind of problem gets.
The reply time you promise customers.

The result to expect

Every case raised in chat reaches Groove with the contact, the transcript and the right team already set, at any hour. Your team works chat cases in the same place as email, with the full story in front of them.

Measure it with your own numbers: conversations logged from chat, and how often your team asks the customer for details they already gave, for a month before and after.

Next: answer Groove conversation status questions in chat.

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.

Send your first chat case to Groove

Paste the recipe, add your Groove API token, and report a test problem from your own phone.

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