Open HubSpot Tickets from WhatsApp Support Chats

This recipe answers what it can in chat and opens a HubSpot ticket for what it cannot, so nothing a customer reports gets lost. Part of connecting HubSpot to WhatsApp and AI chat.

What happens today

A customer reports a faulty item on WhatsApp. The person who sees it asks for photos, then forgets to log it. The customer messages again three days later, and has to explain from the start to someone else.

The flow that works

AeroChat answers common questions from your knowledge base.
When a problem needs your team, it collects the order number, what went wrong and any photos.
It creates a ticket in HubSpot linked to the contact.
It gives the customer the ticket number and your reply time, and hands over.
When the customer messages again, AeroChat finds the open ticket and tells them its status.

The recipe

Copy this into AeroChat

When a customer reports a problem, follow these steps.

If the answer is in our knowledge base, such as how to return an item, answer it.

If it needs our team, ask for their order number, what went wrong and a photo if it helps.

Find their contact in HubSpot by email or phone, or create one.

Create a ticket linked to the contact, with a subject that names the problem and the order number, the description in their words, and the priority High if they mention a safety issue or a missed delivery (example), otherwise Medium.

Give them the ticket number and say our support team will reply within one working day (example). Hand the conversation over.

If they message again about the same problem, find their open ticket and tell them its current status.

Never promise a refund or replacement. Reply in the customer’s language.

Change the priority rules and reply time to your own before you paste it.

What to connect

HubSpot. A super admin creates a private app with read and write access to contacts and tickets, and copies its access token. Paste it in when AeroChat asks.
Your help content. Upload your returns, warranty and delivery policies so AeroChat can answer the common questions itself.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect HubSpot, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from HubSpot’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 become tickets and which get answered in chat.
Ticket priorities and pipeline.
Refunds, replacements and goodwill.

The result to expect

Every problem reported in chat becomes a ticket with the details already filled in. Customers do not repeat themselves, and your support reports include chat.

Measure it with your own numbers: tickets created from chat, and repeat messages about the same problem, for a month before and after.

Next: create contacts from chat leads.

Open your first ticket from chat

Paste the recipe, add your HubSpot token, and report a problem from your own phone.

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On Shopify? Install AeroChat from the Shopify App Store.