Connect Smartsheet to WhatsApp, Instagram, TikTok and AI Chat
Customers message you on WhatsApp, Instagram, Messenger, TikTok, Telegram, web chat or email about a job, an order or a request, but your team tracks the work in Smartsheet. AeroChat answers those conversations and works with Smartsheet as it goes: it adds a row for each new request, finds the customer’s row when they ask how it is going, and updates the row with what they tell you. It connects through Smartsheet’s public API. You describe the workflow in your own words, and AeroChat builds it.
What you can do with Smartsheet and AeroChat
- Turn chat requests into Smartsheet rows. AeroChat collects the details your team needs and adds a row to the right sheet with the customer’s contact and a summary.
- Answer status questions from your sheet. AeroChat searches the sheet for the customer’s job or order, reads the status column and tells them what it means, in words you choose.
- Add follow-up details to the row. When a customer sends more information later, AeroChat adds it as a comment on their row, so it does not sit in a chat thread.
- Update a column from the chat. When a customer confirms a delivery date or approves a quote (examples), AeroChat updates that cell in their row.
- Hand over with context. When a request needs a person, AeroChat hands the conversation over with the row number and a summary.
Works on every chat channel
Your customers message you wherever they already are. The same Smartsheet connection and the same workflows run on every channel AeroChat supports, and Smartsheet stays the record whichever one they use.
| Channel | What your customers can do |
|---|---|
| Message your WhatsApp Business number to send a request, add details to it or check the status of their job or order. 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 Smartsheet’s public API. It reads sheets and rows and searches a sheet for a value such as an order number or phone number. It adds rows, updates cells and adds comments to rows. Each workflow uses only what its recipe asks for.
To connect, open Personal Settings from the account icon in Smartsheet, go to the API Access tab and generate a new access token. API access needs a Smartsheet Business, Enterprise or Advanced Work Management plan. The token acts as the person who created it, so use an account that can edit the sheets the workflow uses. Paste the token into the AeroChat dashboard when AeroChat asks.
You describe the workflow in your own words. AeroChat builds it as a draft, works out which Smartsheet calls it needs, and asks you to connect. Keys and credentials are entered in the AeroChat dashboard and never pass through the conversation.
Workflows to copy
Copy this into AeroChat
When a customer asks for a quote, a repair or other work, ask for their name, phone number, address, what they need and a preferred date. Add a row to the Customer Requests sheet (example) with those details in the matching columns, the channel they used and a one-line summary, and set Status to New. Tell them we have logged the request and our team will confirm the date.
Copy this into AeroChat
When a customer asks how their job or order is going, ask for their order number, or use their phone number if they do not have it. Search the Customer Requests sheet (example) for that value and read the Status column of their row. Reply with the matching message: New means “we have your request and will confirm soon”, Scheduled means “your job is booked for” followed by the date in the Scheduled Date column, Done means “your job is complete, reply here if anything is not right” (examples). If you cannot find the row, hand the conversation to our team.
Who uses it
Any business that tracks customer work in Smartsheet can use it. Suppliers, installers, home service firms and project teams use it to log requests from chat and answer status questions from the same sheet. These recipes cover the same work:
- B2B suppliers, for quotes and order updates.
- Order status and delivery
- Quote requests
- Service booking
For more ways to work from WhatsApp, see WhatsApp workflows.
What stays in Smartsheet
Smartsheet stays your record. Sheets, columns, owners, automations, reports and dashboards live there, and your team still plans and does the work.
AeroChat handles the conversation. It adds rows, reads statuses, updates cells and adds comments as your recipe asks and leaves the rest to Smartsheet and your team.
Questions
Does AeroChat work with Smartsheet?
Yes. AeroChat connects through Smartsheet’s public API with an access token you generate in Smartsheet.
Can customers check their job status on WhatsApp?
Yes. AeroChat searches your sheet for their order number or phone number, reads the status column and replies with the message you set for that status.
Do I need a developer?
No. You describe the workflow in your own words, generate an access token in Smartsheet and paste it in, and switch it on. AeroChat builds the Smartsheet connection from your description and shows a checklist of what is left to do.
Which plan do I need?
Workflows via Skills are on every plan. Choose by message volume: Starter covers 500 AI responses a month and 3 seats, Growth covers 2,000 responses and 10 seats and adds payment links and broadcasts, and Advanced covers 5,000 responses and 25 seats.
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 Smartsheet and try it
Paste the first recipe, add your Smartsheet token, and send your own chat a test request.