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Your customers already message you on WhatsApp. Give every message a ticket.
A support request sent to a phone in someone’s pocket has no owner, no deadline and no history. Connect your WhatsApp Business number to AWRA and each conversation becomes a tracked ticket — routed, on an SLA clock, answered from the ticket page, and replied to on WhatsApp.
Your number, your Meta app
Connected on Meta’s own WhatsApp Cloud API.
Each organization connects its own WhatsApp Business number through its own Meta app, so the conversations, the number and the business account stay yours. AWRA receives Meta’s webhook for that number and nothing else — a delivery addressed to another number is ignored.
The same connection can also carry your team’s alert notifications; ticket intake is a switch on it.
Connect the number
On Settings → Connectors → WhatsApp, sign in with Meta and pick your number, or paste the phone number ID and a permanent access token from your Meta app.
Point Meta at AWRA
Copy the callback URL and verify token into your Meta app’s webhook settings and subscribe to the messages field.
Check every delivery
Enter your Meta app secret. Each incoming call’s signature is checked against it before anything is read.
Choose the defaults
Pick the category and priority WhatsApp tickets start with. The category gives them their SLA deadlines and their owner.
Switch intake on
From then on, a message to your number opens a ticket in the helpdesk.
What happens to a message
One conversation, one ticket.
WhatsApp is a conversation, not a form, so intake is built around the sender rather than the message. The person who sends six messages about one problem gets one ticket with six entries on it.
A new number opens a ticket
It starts in your chosen category and priority, so it is on an SLA clock and assigned the moment it arrives.
Follow-ups thread
A message from the same number within seven days joins that sender’s open WhatsApp ticket — and reopens it if it was resolved or waiting on them.
Matched by phone
WhatsApp verifies the sender’s number, so AWRA matches it to a customer, an employee or a user. A match links the records; the ticket stays a WhatsApp conversation.
Attachments kept
Photos, PDFs and office documents up to 10 MB are saved to the ticket. A voice note, a location or a shared contact is recorded on the ticket as a line of text.
Retries are harmless
Meta redelivers a webhook it is unsure about. Each message is claimed once by its id, so a retry never makes a second ticket.
A limit per number
More than 30 messages an hour from one number are held back, so a stuck auto-responder cannot flood the queue.
With intake switched off, replies on WhatsApp tickets that are already open still arrive; only new numbers stop opening tickets.
Replying
Replies go back on WhatsApp — inside Meta’s 24-hour window.
Agents reply from the ticket as they always do. WhatsApp only permits a free-form business message within 24 hours of the customer’s last message, and an agent’s reply is free-form, so AWRA keeps that clock for every WhatsApp ticket and tells the agent before they write when it has closed.
| When | What happens | Window | How the reply travels |
|---|---|---|---|
| Mon 09:12 | Customer sends a photo and a message — ticket opened | Open until Tue 09:12 | — |
| Mon 09:40 | Agent replies from the ticket | Open | |
| Mon 09:44 | Customer replies — the window restarts | Open until Tue 09:44 | — |
| Wed 14:00 | Agent confirms the replacement was delivered | Closed | Email, if the customer has an address on file; otherwise it waits on the ticket. An internal note records which. |
The ticket page shows the window and warns the agent before a reply that cannot go by WhatsApp. Internal notes never leave the ticket on any channel.
Once it is a ticket
Everything the desk does for any other ticket.
A WhatsApp ticket is an ordinary ticket with a phone number on it. It sits in the same queues and reports as every other channel.
SLA clock
First-response and resolution targets from its category and priority.
Routing and macros
Auto-assignment, canned replies and escalation rules.
On the dashboard
In the same queues, SLA counts and workload figures as every other ticket.
Knowledge base
Insert an article’s link into the WhatsApp reply from the ticket sidebar.
What AWRA OpsHub does today
- WhatsApp messages as helpdesk tickets, through your own Meta WhatsApp Cloud API app and business number.
- Threading by phone number — a follow-up within seven days joins the sender’s open WhatsApp ticket and reopens it if needed.
- The sender matched by phone to a customer, an employee or a user, linking the ticket to their records.
- Every delivery signature-checked with your Meta app secret, and each message claimed once so Meta’s retries never duplicate a ticket.
- Photos, PDFs and office documents saved to the ticket, up to 10 MB each.
- Agent replies sent back over WhatsApp inside Meta’s 24-hour window, with a warning on the ticket and an email fallback once it has closed.
- A default category and priority for WhatsApp tickets, so each one starts with an SLA and an owner.
More we can add to your workspace
- Approved template messages that reopen a conversation after the 24-hour window, sent from the ticket.
- Voice notes and videos saved as files on the ticket, beside the line that records them today.
- Several WhatsApp numbers per organization, each routed to its own queue and category.
- Knowledge-base suggestions in the chat, offered before a message becomes a ticket.
- A satisfaction rating over WhatsApp when the ticket is resolved, beside the email link and the in-app rating.
- Buttons and list menus in the chat, so the sender picks a category before the ticket opens.
Where we point you to a specialist
- Intake runs on Meta’s official WhatsApp Cloud API and nothing else. We do not connect personal WhatsApp accounts or unofficial gateways, because they sit outside Meta’s terms and put the number itself at risk.
Each row in the middle column extends a connection that already receives, threads, matches and replies. Tell us how your customers write to you.
WhatsApp Helpdesk
Frequently asked questions
Can customers raise a support ticket on WhatsApp?
Yes. Once your WhatsApp Business number is connected and ticket intake is switched on, a message from a new number opens a ticket in your chosen category and priority. A follow-up from the same number within seven days joins that sender’s open WhatsApp ticket instead of opening another.
Do I need my own Meta app?
Yes. Intake uses Meta’s WhatsApp Cloud API through your own Meta app and WhatsApp Business number, so the number and the conversations stay with your business account. You connect it on Settings, then point the app’s webhook at the callback URL AWRA gives you.
Can agents reply on WhatsApp?
Yes, from the ticket, inside Meta’s 24-hour customer-service window — 24 hours from the customer’s last message. After that WhatsApp only accepts approved template messages, so the agent is warned before sending and the reply goes by email when the customer has an address on file, or waits on the ticket otherwise.
What happens to photos and documents?
Images, PDFs and office documents up to 10 MB are saved to the ticket. A voice note, a location or a shared contact is recorded on the ticket as a line of text.
How does AWRA know who sent the message?
WhatsApp verifies the sender’s phone number when they register, so AWRA matches it to a customer, then an employee, then a user. A match links the ticket to their records; the conversation stays on WhatsApp either way.
Do WhatsApp tickets get an SLA?
Yes. You choose the default category WhatsApp tickets start with, and the category carries the first-response and resolution targets and the assignment rule, like any other ticket.
Is the webhook secure?
Every incoming call is checked against your Meta app secret before it is read, a delivery for a number other than yours is ignored, and each message is claimed once by its id so a retried delivery cannot create a second ticket.
Help Center
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