WhatsApp customer support integrated with the GLPI help desk
Users open, track, reply to and approve support tickets by chatting on WhatsApp. Everything is recorded in your company's GLPI.
NexTool Solutions connects the official WhatsApp Business Platform to GLPI, the IT service management system your team already uses. Your company keeps its own WhatsApp Business Account and phone number; we operate the integration between the two.
How your users use it
They send a message to your company's number and pick an option from the menu. No app to install and no GLPI access required.
Open a ticket
They choose a category, describe what they need and may attach a photo or document. The service replies with the ticket number created in GLPI.
Track tickets
They ask for their own ticket list and receive the number, title and current status of each one.
Reply to a ticket
They select an open ticket and send a reply, which is added as a follow-up in GLPI and reaches the assigned agent.
Approve requests
When the GLPI workflow requires approval, the approver receives the request and answers by approving or rejecting it right on WhatsApp.
Conversational replies are sent inside the WhatsApp 24-hour customer service window. Outside that window, we only reach out using pre-approved message templates.
Updates sent during support
Besides conversations started by the user, the service sends ticket lifecycle updates using message templates pre-approved by Meta.
Anyone who no longer wants to receive messages replies with a stop keyword, such as SAIR, PARAR or STOP. That number is never messaged again.
What data we process and where it is kept
We process only what is needed to record and follow up on support requests. Your company is the controller of the ticket data and NexTool acts as processor, following your instructions.
| Data | Purpose | Where it is kept |
|---|---|---|
| WhatsApp number and display name | Identify who is writing and match them to the corresponding GLPI user | Your company's GLPI and NexTool infrastructure in Brazil |
| Messages exchanged with support | Record the request and the replies in the ticket | Your company's GLPI |
| Attached files (images and documents) | Attach evidence to the ticket | Your company's GLPI |
| Temporary conversation state | Know which menu step the person is on and avoid duplicate messages | NexTool infrastructure in Brazil |
| Technical delivery and error records | Diagnose sending and receiving failures | NexTool infrastructure in Brazil |
Conversation state is temporary: idle sessions are closed within minutes and de-duplication controls are deleted after 24 hours. The permanent record of the support request is the ticket itself in your company's GLPI, subject to your retention policy. Message traffic goes through the WhatsApp Business Platform and is also subject to Meta's policies.
Legal bases, data subject rights, sharing with processors and international transfers are detailed in our Privacy Policy.
How to go live
NexTool operates as an independent tech provider: your company connects its own account and we handle the integration.
Connect
An administrator at your company connects the WhatsApp Business Account and phone number in a single flow that takes a few minutes.
Integrate
We link the channel to your GLPI and set up categories, queues and who is allowed to open tickets.
Approve templates
We create and submit the message templates used for ticket status updates.
Operate
The channel goes into production with monitoring and support from the NexTool team.
Who provides the service
Direct contact for questions about the service, about privacy or to request an assessment.
Company
- NexTool Soluções (NexTool Solutions)
- CNPJ: 38.239.534/0001-48
- nextoolsolutions.com
- Brazil
Contact
- contato@nextoolsolutions.com
- Data Protection Officer (DPO): privacidade@nextoolsolutions.com
- Contact page and other channels