Acknowledge new support tickets on WhatsApp
When a customer opens a ticket in Fluent Support, this workflow sends them a WhatsApp text with their name and ticket number, so they know the request arrived and how to refer to it.
Fluent Support
WhatsApp Cloud API2 steps Setup ~5 min Used on 3.5k sites Support Free to import
What this workflow does
A customer who opens a ticket and hears nothing back can't tell whether it went through. A short reply on WhatsApp confirms the request arrived and gives them a ticket number to quote. This workflow sends that reply for every new ticket, without an agent touching it.
The Fluent Support trigger runs each time a ticket is created on your WordPress helpdesk. FlowMattic then calls WhatsApp Cloud API with the Send Text Message action. The template already maps the customer's phone number from the ticket as the recipient, and the message greets the customer by name and quotes the ticket ID.
The ticket itself stays in Fluent Support. Only the phone number, name and ticket ID leave your site, inside the WhatsApp message. There is no condition between the two steps, so every new ticket triggers a send attempt. If a ticket has no phone number, the WhatsApp step has no recipient for that run, and Task History shows what happened.
Shops whose buyers prefer WhatsApp
Customers who ask about an order through your Fluent Support form get a WhatsApp note with their ticket number, which they can quote if they follow up by chat.
Weekend tickets for a small support team
Tickets opened when nobody is on shift still get a reply on the customer's phone with the ticket ID, so they know the request is logged.
Service businesses taking bookings questions
A salon or repair shop that handles enquiries in Fluent Support confirms each one on WhatsApp, the channel many of its clients already use.
How this workflow runs
What happens at each step once the workflow is on, and what you need before you import it.
Fluent Support Ticket CreatedRuns when a new ticket is created in Fluent Support. The ticket ID, customer name and customer phone number are passed on for the WhatsApp step to use.
- WhatsApp Cloud API Send Text Message
Sends a WhatsApp text to the customer's phone number from the ticket. The message greets them by name, quotes the ticket ID and says you will be in touch shortly. Connect your WhatsApp Cloud API account on import and edit the wording if you like.
What you need
- FlowMatticCore
- Fluent Support PluginPlugin
- WhatsApp Cloud API AccountAccount
After importing, map your own data. To keep the template universal, not every step is pre-filled. Open each step in the builder and connect your accounts and fields (channels, lists, sheets, recipients) before you switch the workflow on.
Make it yours
Changes worth making after you import it.
- Add a Filter between the two steps that continues only when the customer phone field is not empty. Tickets without a number then end quietly instead of showing a failed WhatsApp step.
- Store phone numbers in full international format with the country code. Ask for it that way in your ticket form so the number mapped into WhatsApp is complete.
- Open a test ticket with your own phone number after import, then check Task History to see the number and message the WhatsApp step sent.
Questions about this workflow
Where does the WhatsApp step get the customer's phone number?
From the customer phone field that Fluent Support passes with the new ticket. If your ticket form does not collect a phone number, that field is empty and there is nobody to send the message to.
Will WhatsApp deliver this text to someone who never messaged my number?
WhatsApp only allows free-form text from a business to people who have messaged that business number in the last 24 hours. Outside that window it expects an approved template message. Test with a customer number that has not messaged you recently to see how your setup behaves.
Does the acknowledgement also appear inside the Fluent Support ticket?
No. The workflow only sends the WhatsApp text. Nothing is written back to the ticket, so agents see the ticket as the customer created it.
Can I change what the WhatsApp message says?
Yes. The text is set in the Send Text Message step. Edit the wording and map in other ticket fields, such as the subject, from the Fluent Support trigger.
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Import this workflow into your WordPress site
Download the JSON, import it from the Workflows screen and connect your accounts. Every run stays on your server, with no per-task fees.
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