How to Turn WhatsApp into a Ticketing System

In the future, WhatsApp is expected to become the world's leading communication channel by 2025. Many companies are using it to sell and offer their services to thousands of users. However, precisely because of the increase in transactions after the 2020 pandemic, it has become extremely difficult for thousands of companies to monitor all the performance related to their interactions.

In call centers, ticketing systems allow you to track the reasons why calls are dropped. This allows team leaders to understand the overall picture of all agents. However, today's messaging platforms like WhatsApp, Instagram, Telegram, and Facebook Messenger, lack this type of feature, making it very difficult to understand the reasons why agents are dropping off.

The good news: with Callbell, you can transform WhatsApp into a true ticketing system, fully managed by your team through metrics, automatic assignments, and control over all your conversations. 🚀

Below, we'll explain how to do it step by step.

Centralize all WhatsApp messages in a single inbox

Now, it's time to learn how to turn WhatsApp into a ticketing system capable of accurately measuring chat closures. The first step is to centralize all WhatsApp messages in a separate inbox from the app, allowing you to monitor and thus obtain better functionality.

The first step to do this is to add WhatsApp to Callbell. To do so, we recommend following these steps:

1. Go to the settings section.

2. Next, go to channel settings – channels

3. Select WhatsApp Cloud – Add channel and continue with the procedure explained below.

For a guide to connecting the WhatsApp Cloud API, click here.

Note: You should always consider adding other channels like Facebook, Instagram, or Telegram, in addition to WhatsApp, to centralize messages in a single Callbell inbox.

Create teams to organize work and customer service

The next step is to create teams to organize customer service. This will allow us to monitor (especially if the teams belong to different departments) all the reasons why chats are closed. This way, we can ensure excellent control over closures, with the ability to view graphs for each resolved ticket.

To create teams, we recommend following these steps:

1. Go to your Callbell account settings.

2. Click on team management.

3. Go to teams and click create team.

4. Enter the team name and you're done.

This way, we can divide the team by department, such as support, administration, sales, technology, etc. We can also create tickets for each individual department, then analyze the reasons why WhatsApp chats are closed.

Automate ticket assignment

To automate ticket assignments, we'll always need to add reasons for closing interactions. You can enter as many reasons as you like for each individual department, choosing whether or not a reason is required for closing. You can also select whether it's optional.

To do this, you'll need to:

1. Go to settings – team management.

2. Go to closing conversations.

3. Select the team for which you want to create tickets or close reasons.

4. Choose whether these reasons are mandatory, optional, or disabled.

5. Create the reasons, for example (Orthodontics, Teeth Cleaning, Complaint about Service X, Toothbrush Purchase).

6. Then, select Add Reasons.

Once this is done, agents will be able to choose the reason for closing the conversation. Each time the customer reopens the chat to purchase a service, the agent will be able to choose a closing reason. This information will then be analyzed within Callbell's statistics, where you can view closed conversation tickets. This allows you to directly address any improvement opportunities identified within the ticketing system.

Conclusion

Thanks to Callbell's ticketing system, your company will have access to various tools for support and sales teams that will allow you to precisely monitor the performance of your sales and customer service agents. You can analyze the reasons why chats end.

You can also decide to automate communication processes, analyzing key team statistics, evaluating performance, and even sending marketing campaigns. All this with an intuitive tool designed for all sales and support teams.

Create your free account now and try it free for 7 days.