WhatsApp Twilio – TicketGo Add-On Guide

Introduction

The WhatsApp Twilio Module in TicketGo enables seamless integration of WhatsApp messaging using Twilio’s API, allowing automated notifications, alerts, and real-time communication with users. This documentation provides a comprehensive guide on configuring the module, setting up Twilio credentials, and utilizing its features for efficient message delivery. Whether you’re sending ticket updates, reminders, or customer responses, this module enhances communication within TicketGo, ensuring timely interactions. The guide covers installation, configuration steps, API endpoints, and troubleshooting to help you maximize the potential of WhatsApp messaging through Twilio.

Key Features

• Automated Notifications – Send real-time ticket updates, alerts, and reminders to users via WhatsApp.
• Twilio API Integration – Easily configure Twilio credentials to enable secure and reliable message delivery.
• Customizable Message Templates – Personalize automated messages for ticket status changes, responses, and follow-ups.
• Two-Way Communication – Allow users to reply to messages, enhancing customer support and engagement.
• Activity Logs & Reports – Track message delivery status, failures, and communication history within the module.

How to Install the WhatsApp Twilio Add-On?

• Follow these steps for Installation : Setup WhatsApp.

How to use the WhatsApp Twilio Module ?

Once the administrator enables WhatsApp Twilio Integration, individual users can take advantage of this feature. Follow these steps:

• Visit account settings and select the WhatsApp Twilio option.
• After you find the WhatsApp Twilio in settings, you will have to fill in some details like WhatsApp Twilio SID, WhatsApp Twilio Auth Token, and Twilio Whatsapp Number.

You will be notified when:

• New user is created
• A message is sent to agent
• A message is sent to customer
• A message is sent to admin
• You reply to a customer
• You reply to admin
• You reply to agent
• The ticket is closed

So, this is how you can use the WhatsApp Twilio Integration in TicketGo.