WhatsApp is where your users actually are – and now GLPI can talk directly to them there. The NexTool WhatsApp Bot module delivers ticket notifications via WhatsApp with native formatting, automatic retry queue, and full control on your own infrastructure.
The problem
Even with email and Telegram available, a significant portion of end users simply don't follow ticket notifications through these channels. WhatsApp, on the other hand, has much higher open rates – it's the channel people check throughout the day, including outside work hours.
Commercial WhatsApp Business solutions are expensive, depend on Meta template approval, and require external contracts. For companies that already operate their own infrastructure or want channel control, the Evolution API is the open-source alternative – and the WhatsApp Bot module integrates it directly with GLPI.
How WhatsApp Bot works
The module registers the GLPI SMS notification mode to send WhatsApp messages. When a ticket event happens, GLPI resolves the channel, looks up the user's number, and sends the message via Evolution API – all transparently, using GLPI's native notification infrastructure.
- Custom templates with WhatsApp formatting – The module automatically creates 2 templates on install: one for general Ticket events (title, status, technician, group, last followup, and link) and one for Approvals (submission comments, validation status, and approval link). Templates use native WhatsApp bold and emojis, requiring no manual configuration.
- Queue with automatic retry – Messages that fail due to connection instability enter a queue and are automatically reprocessed (up to 3 attempts, in batches of 50 every 1 minute).
- Automatic health check – A cron every 5 minutes checks the WhatsApp connection state and updates the status in real time on the module panel.
- Integrated QR Code – The sender WhatsApp connection to the Evolution API is done by scanning the QR Code generated directly in the GLPI panel, without leaving the environment.
- Self-hosted and managed support – Configure your own Evolution API instance (URL + API Key) or, in licensed environments, use NexTool's managed infrastructure.
Number registration is simple: each user fills in the "WhatsApp Number" field in their GLPI profile (format country code+area code+number, without formatting). The Test tab allows sending test messages and checking which users already have registered numbers, with search by name, login, or phone.
How to activate
- Install NexTool on GLPI
- Go to Setup > NexTool > Modules
- Activate the WhatsApp Bot module
- In the Connectors tab, enter the Evolution API URL and API Key and generate the QR Code to connect the sender WhatsApp
- In Setup > Notifications, enable WhatsApp (SMS) mode
- Register users' WhatsApp numbers in Administration > Users
Who is it for
WhatsApp Bot is recommended for companies whose end users don't follow email regularly, or for support teams that serve an external audience accustomed to resolving demands via WhatsApp. It is especially valuable in sectors like retail, healthcare, education, and services, where WhatsApp is the primary communication channel. The combination of own infrastructure (self-hosted Evolution API) with native GLPI integration delivers autonomy without third-party platform dependency.
Compatibility
- GLPI: 10.0+ and 11.0+
- Plan: FREE
- Plugin: NexTool 3.x+
- Prerequisite: Evolution API installed and accessible from the GLPI server
Next step
WhatsApp Bot is part of NexTool. Need help deploying the Evolution API or configuring the integration? Contact the team.
This content was produced with the assistance of artificial intelligence and reviewed by the Nextool Solutions team. Screenshots are from the real GLPI environment with the NexTool plugin.
