Conversations

Support via WhatsApp without leaving GLPI, with every conversation recorded in the ticket

Conversations brings WhatsApp support into GLPI. A bot answers at any hour: it opens a ticket in the service queue the user picks, each queue linked to a GLPI group, shows the open tickets of whoever writes in, receives replies and files on the ticket, and answers approvals. Every action runs with the permissions of the person themselves in GLPI, identified by the phone number on their record.

LicensedGLPI 11 and 12

Features

When the customer asks for an agent, the conversation lands on the Conversations screen, in the queue of the group in charge of the ticket. The technician takes it and replies in real time, from inside GLPI: they play the audio, see the photo and download the document the customer sent, reply with files too, and open the contact's history with one click. When needed, they hand the conversation over to another agent or another queue. A button in the top bar shows, with a sound alert, who is waiting and for how long.

No support interaction gets lost outside GLPI: every handled conversation ends in a ticket. When closing, the technician links the conversation to one of the contact's tickets or opens a new ticket from a ticket template, and the whole chat is saved as a followup, public or visible to the team only, with the files exchanged attached. Whoever can see the ticket can see the conversation.

The WhatsApp number is managed by NexTool, with no server for you to maintain, and it is the same one that sends the ticket notices of the free WhatsApp Bot module. Pricing is available on request.

WhatsApp bot that opens tickets in the chosen service queue, checks open tickets and answers approvals, using the permissions of whoever is talking

Support screen inside GLPI, with the Queued, Mine and All tabs, filters (including by queue) and search in the message text

The technician replies to the customer in real time without leaving GLPI, with the contact's history one click away, one line per conversation

Every handled conversation ends in a ticket: when closed, it is saved as a followup, public or private, on one of the contact's tickets or on a new ticket opened from a ticket template

The conversation follows the visibility of the ticket, with five rights in the profile: View conversations, View triage, View contact history, Handle conversations and Manage other agents' conversations

Top bar button with the Queued, Mine and All tabs, search, the waiting time of each conversation and a sound alert

WhatsApp button on the ticket to start a conversation with the requester or an observer, one conversation per ticket, with a consent invitation and message templates for anyone who has not written in over 24 hours

WhatsApp number managed by NexTool, with no server to maintain

Service queues linked to GLPI groups: they make up the bot menu, and the conversation joins the queue of the ticket's technician group

Actions button on the conversation with Take over conversation, Assign to another agent and Change queue, and whoever takes or receives the conversation is added as a technician on the ticket

Files both ways: the customer's audio, photos, videos and documents show up in the conversation, the technician sends a pasted screenshot, PDF or image of up to 10 MB, and everything goes to the ticket

A conversation taken by a technician that ends before it has a ticket is not lost: it stays in Mine as Awaiting ticket until the technician links one

How it works

Step 1

Subscribe to the channel

NexTool activates the managed WhatsApp number and the bot for your GLPI. In GLPI, click Synchronize on the NexTool page and scan the QR Code in the Connectors tab of WhatsApp Bot.

Step 2

Set up the queues

In the Queues tab of the Conversations configuration, register the service queues in the order of the bot menu, each with its GLPI group. A ticket opened by the bot in a queue goes to that queue's group.

Step 3

Give your team the rights

In the GLPI profiles, mark who can view conversations, who can view triage, who can view the contact history, who handles and who manages other agents' conversations. The Conversations screen appears for those who can view conversations, and the WhatsApp button on the ticket for those who handle them.

Step 4

Serve and record

The customer talks to the bot and asks for an agent when needed, and the conversation joins the right queue. The technician takes it in Assistance > Conversations or from the top bar button, replies and, when closing, links the conversation to one of the contact's tickets or opens a new ticket from the ticket template.

See it in action

A quick tour of what the plugin does in practice.

Image gallery

Frequently asked questions

No. Support uses the WhatsApp number managed by NexTool, which serves the bot, the technicians and the notices at the same time. Your own Evolution API keeps serving the ticket notices of WhatsApp Bot.

No. WhatsApp Bot, which sends ticket notices over WhatsApp, is free. Conversations, with the bot and technician support, is licensed, and pricing is available on request.

Not once it has been handled. When closing, the technician picks one of the contact's open tickets or opens a new ticket from a ticket template, and the whole conversation is saved in it as a followup, with the files exchanged. If the contact leaves before the conversation has a ticket, it stays with the technician, in Mine, as Awaiting ticket, until they link one. While it has no ticket, the conversation is visible to those with the View triage right and to the technician who took it.

GLPI 11 and GLPI 12, with the NexTool plugin installed.

Through service queues. Each queue has a GLPI group and is an option in the bot menu, and a ticket opened in a queue goes to its group. Once the ticket exists, the conversation joins the queue of the ticket's technician group. From the Actions button, the conversation can be assigned to another agent, who is added as a technician on the ticket, or moved to another queue, whose group is added as a technician group on the ticket.

Yes. Audio, images, videos, documents and stickers show up in the conversation itself: audio and video play right there, the image opens in full size and the document becomes a download button. GLPI keeps a copy of each media file and, when the conversation is closed, attaches it to the followup on the ticket (mp4 video only if that document type is allowed in GLPI). Media that did not go to a ticket is deleted after the Media retention period, 90 days by default.

Start using Conversations

View available plans or read the full article about this module.

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