WhatsApp integration for your OTRS

WhatsApp is a popular communication channel that has long been used for more than just private use. Most of your customers are familiar with WhatsApp and use this way of communication – also for service requests. Now you can connect WhatsApp to your OTRS for communication, support, and customer service.

Improved customer experience

WhatsApp business integration offers new opportunities for you and your customers. By using your WhatsApp channel in OTRS, your users benefit from more convenient communication, and the customer experience is optimized.

Agents can receive live notifications and respond via messaging in real-time. This allows your support team to manage all customer communication on a single platform.

These are the possibilities offered by the WhatsApp functions in OTRS

Requests via WhatsApp

Every chat started with the company via WhatsApp creates a new ticket in your OTRS.

Attachment exchange

With OTRS and WhatsApp business, different files such as images, audio, videos, PDFs, links, and contacts can be exchanged.

Easy ticket management

Messages received through the WhatsApp channel retain the routing and assignment features of the OTRS interface.

24h support

You can create automatic responses and save resources.

The next steps to get started with WhatsApp in OTRS

Step 1 – Purchase OTRS 8 Managed
Step 2 – Facebook Business Manager ID
Step 3 – Configuration and startup

The WhatsApp integration is exclusively available for OTRS 8 Managed customers. If you are already using this OTRS version, you are well prepared and can go directly to step 2. If not, just contact our experts for a migration.

During the activation process, you will be asked for the Facebook ID associated with your WhatsApp Business account. If you don't know your Facebook Business Admin ID or haven't created one yet, we will help you with this process.

The activation of the WhatsApp module is done in cooperation with our partner SNGULAR, who will provide you with the necessary support and will guide you through the configuration and commissioning process.

The integration and use of WhatsApp in OTRS are DSGVO-compliant.