Contact us
English (US)

WhatsApp integration with Tickets

Author Ellinor Niklasson

Last updated: 28.10.2025 by Ellinor Niklasson

Overview

Enhance your PBX queues by integrating WhatsApp as a non-voice channel, enabling seamless customer interactions through Tickets‍.

Key benefits

✅ Delight Your Customers

Engage with customers on their preferred platform, ensuring easy and accessible communication.

✅ Streamline Your Workflow

Manage multiple conversations simultaneously with a unified interface by adding non-voice channels to Tickets‍.

Key features 

  • Instant WhatsApp Integration 
    • Connect with customers on their favorite platform'

  • Unified Inbox 
    • Manage all chats in one place
       
  • Save Time
    • Automate responses & streamline support

  • Asynchronous Messaging 
    • Respond at your convenience 
       
  • Boost Satisfaction 
    • Fast, personalized custom interactions

Requirements

Tickets‍ - through CC Pro‍.

Installation

Click on the tabs below for step-by-step installation guides on creating a Meta account, setting up a WhatsApp account, and connecting WhatsApp to the queue.

Installation guide

Before you start install the integration you need to create a business portfolio in Meta Business Suite and Business Manager. Click on the links below and follow the instructions:

Link nr 1: https://www.facebook.com/business/help/1710077379203657/
Link nr 2: https://www.facebook.com/business/help/544882093404673/
Link nr 3: https://business.facebook.com/ 


After you have created the Meta Business Suite and Business Manager account follow the instructions below to install the integration in the Admin portal:

  1. Go to the Admin Portal. 
  2. Navigate to App Directory. 
  3. Search for WhatsApp in the search field. 
  4. Click and open the WhatsApp application. 
  5. Press the "Add" button on the top right to install. 

Setting Up Your WhatsApp Account & WhatsApp Business Account

If you don't have a WhatsApp account, on step 7 choose Create a WhatsApp Business Account and Create a new WhatsApp Business Profile instead.


Follow the steps below to set up your WhatsApp Account and WhatsApp Business profile: 

  1. Under "Select WhatsApp account" choose the WhatsApp account you created and will use for the queue.
  2. Log in with your Facebook account.
  3. Click Get Started.
  4. Select the BusinessPortfolio you just created.
  5. The following information should be auto-filled:
    1. Business Name
    2. Business Website or Profile Page
    3. Country
  6. Click Next.
  7. Select your WhatsApp Business Account and WhatsApp Business Profile.
  8. Under "Review Tickets Integrations Access Request," review the integration summary and click Continue.
  9. Click Continue.
  10. When the system have verified your account and are ready for use > click on Finish. 
  11. You will then be redirected to the App Directory page.
  12. Select the WhatsApp account you just created.
  13. Under Register WhatsApp account choose a pin to register the account. OBS! Save the pin for later.
  14. Then, complete a refresh of the page and the account will be connected.
Delete

Integrate WhatsApp with the queue

  1. Start by navigating to the PBX Services tab.
  2. Change the display to Table View using the option in the top right.
  3. In the left panel, select the Name and Number tab.
  4. Find and select the Queue you intend to integrate with WhatsApp.
  5. Proceed by clicking Add Omni Channel.
  6. Choose WhatsApp Channel from the available options.
  7. Select your configured WhatsApp account created from the App Directory.
  8. Finally, click Add Channel. This completes the integration process for the Accounting queue, making it ready for immediate use!
Delete

WhatsApp in Tickets

Your customers can now send messages to your queue number, and all members within the same queue will receive a ticket instantly. The ticket will appear both in the queue and under the Tickets tab on the Desktop and Mobile app.

Receive incoming calls

To receive incoming WhatsApp tickets, the "Receive Incoming Calls" setting must be enabled. Think of this as enabling the ability to receive incoming conversations.

To enable it, go to Settings > Telephony & Audio and turn on "Receive Incoming Calls".

Delete

Call waiting

Call waiting is a setting you’ll likely want to enable (found under Settings > Incoming calls > If busy). With this enabled, an agent can still receive direct phone calls even when a WhatsApp ticket has been assigned to them but is still waiting to be served.

However, note that queue calls will not be routed to the agent while a WhatsApp ticket is in the waiting state—essentially treating the WhatsApp ticket like a queue call.


Example: WhatsApp message is sent to the support number 010-148 44 26. 

  1. Navigate to the queue and open the ticket.
  2. Or go directly to the Tickets tab and open the message.
  3. The ticket functions just like one created from a call, but it will be marked with a WhatsApp symbol for easy identification.
  4. Within the ticket, you can responddirectly to the customer or add internalnotes that are only visible to your team. 
  5. You can generate a summary of your chat conversation with the customer for quick reference.
  6. You can create Templates and send to the customer after 24h of inactivity. Templates are small pre-written messages that can be sent to the customer if 24 hours have passed in a conversation without a response from the customer. You can send something like, "Hello, if you still need help, let us know". 

    Under the tab "Troubleshooting guides" below you can read more about the requirements to use Templates.
  7. Create new Templates in the AppDirectory under the WhatsApp application.
  8. The Subject of the ticket is automatically generated using AI.


Ticket access and Responses in the Mobile app

Planned Feature: Push notifications for new tickets are on the roadmap for a future mobile update.

Troubleshooting guides

Requirements to Use WhatsApp Templates

WhatsApp Business Account (WABA):

  • You must have a verified WhatsAppBusinessAccount connected to your MetaBusinessManager.

Billing Information in Meta:

  • Add valid billinginformation in MetaBusinesssettings. Without it, you won’t be able to send templates.

Template Approval:

  • All message templates must be pre-approved by Meta before use.
  • Templates are reviewed for formatting, clarity, and compliance with WhatsApp’spolicies.

Template Formatting Rules:

  • Use variables ({{1}}, {{2}}, etc.) for personalization.
  • Avoid promotionallanguage unless the template is categorized accordingly.
  • No misleading or spammy content.
  • Must be clearly written and professional.

Template Categories:

  • We only support the category Utility for now.

Opt-In from Customers:

  • Customers must opt-in to receive messages via WhatsApp before you send templates.

Quality Rating & Limits:

  • Template quality is tracked (High, Medium, Low). Poor performance can result in limits or restrictions.

Phone Number Setup:

  • The number sending the templates must be connected and verified under your WABA.
Delete

Related Articles

Tickets

What is the Tickets feature , how can you use it , and how does it bring value to...