Open and Track Really Simple Systems Cases from WhatsApp

Yes. AeroChat writes directly into Really Simple Systems. It opens a case on the customer’s account while they are still in the chat, and answers later status questions by reading that case from Really Simple Systems.

This recipe turns problem reports in chat into Really Simple Systems cases, and answers “any update?” without anyone stopping to look it up. Part of connecting Really Simple Systems to WhatsApp and AI chat.

What happens today

Customers send problems on WhatsApp because it is faster than email. Someone copies the details into a case when they get a moment, often missing the order number or what was already tried. The customer never gets a case number, so when they message again for an update, someone has to find the account, find the case and type a reply.

The flow that works

AeroChat asks what happened, which product or order it is about and when it started.
It finds the customer’s contact and account in Really Simple Systems by phone number.
It creates a case on the account with a subject and the full description.
It replies with the case number and what happens next.
When the customer asks for an update later, it reads the case status and replies.

What it looks like on WhatsApp

Customer: The coffee machine you installed last week is leaking water from the bottom. (example)

AeroChat: Sorry about that. Is it leaking all the time or only when you make a drink? And do you have the order or invoice number?

Customer: Only when it’s brewing. Invoice 4471.

AeroChat: Thanks. I’ve opened case 1083 for you. Our service team will contact you today to arrange a visit.

In Really Simple Systems: a new case 1083 on the customer’s account, with “Leak during brewing, installed last week, invoice 4471” in the description.

Customer (two days later): Any news on case 1083?

AeroChat: Case 1083 is closed. The engineer replaced the seal on Tuesday.

In Really Simple Systems: nothing changes. AeroChat read the case after checking it belongs to this customer’s account.

The recipe

Copy this into AeroChat

When a customer reports a problem, follow these steps.

Ask what happened, which product or order it is about, and when it started. Ask for the order or invoice number (example) if they have one.

Try the troubleshooting steps in our knowledge base first if the problem is listed there.

If it is not solved, find their contact in Really Simple Systems by the phone number they are messaging from. If there is none, ask for their name, company and email and create the account and contact.

Create a case on the account with a short subject and the full description in their own words, including the order number and what they already tried.

Reply with the case number and tell them our service team will contact them within one working day (example). If they say the problem stops their business working, tell them it is marked urgent and hand the conversation to the service team straight away.

When a customer asks about an existing case, ask for the case number if they have not given it. Find the case and check it belongs to the account of the contact messaging. Reply with its status in plain words. Never read out internal notes, never promise a date that is not on the case, and never share another customer’s case. Reply in the customer’s language.

Change the reply times and what counts as urgent to match your service levels before you paste it.

What to connect

Really Simple Systems. An administrator goes to Settings, then Integrations, then API V4, enables API access for the user AeroChat will act as, and generates a key for that user under Manage API Keys and Alerts. Copy it straight away and paste it in when AeroChat asks. Cases need the Service and Support tool on a Professional or Enterprise plan.
Your knowledge base. Upload your troubleshooting steps and service policies so AeroChat can solve simple problems before it opens a case.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Really Simple Systems, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from the public Really Simple Systems 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 tries to solve first and which go straight to a case.
What counts as urgent, and who gets the handover.
Which case statuses customers see, and the words used for each.

The result to expect

Every problem reported in chat becomes a complete case with the customer’s own description, and customers get a case number straight away. Status questions are answered at any hour, so your service team spends its time fixing problems, not giving updates.

Measure it with your own numbers: cases opened from chat, and status questions answered without a person, for a month before and after.

Next: send WhatsApp leads to Really Simple Systems.

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 Really Simple Systems connection behind it. See what each channel does on the Really Simple Systems integration page.

Open your first case from chat

Paste the recipe, add your Really Simple Systems key, and message your own number with a test problem.

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Sign up for an annual plan on Growth or above and we’ll set up your workflows and connect Really Simple Systems for you, free. See plans.