Grispi allows you to integrate WhatsApp into the support ticket system to unify customer communication on a single platform. With this integration, messages received via WhatsApp are automatically entered into Grispi as tickets and agents can respond to them directly.
WhatsApp integration in Grispi is currently carried out through two different solution partners:
- ConnexEase
- Gupshup
For integration with both providers, you need to initiate the process with the Grispi support team.
🧩 Integration Process Steps
1️⃣ First Step Request a Meeting with the Grispi Team
In order to integrate WhatsApp, you must first contact the Grispi Support Team and request an integration meeting.
During the meeting, you will be informed about the process and the following procedures will be initiated:
- Making your Facebook Business Manager account suitable for integration
- Set up your WhatsApp Business account on ConnexEase or Gupshup infrastructure
- Providing connection data such as username, password and API information (API Key)
2️⃣ Defining API Information to Grispi Panel
Once your WhatsApp account is activated via ConnexEase or Gupshup, you will receive the following information:
- Username
- Password
- API key (API Key)
Follow the steps below to define this information to Grispi:
📍Whatsapp Channel Definition:
- Grispi Dashboard > Settings > Channels > Social Media G Social tab
- Click on the Social Media Login button
- Select your WhatsApp provider on the page that opens (ConnexEase or Gupshup)
- Enter the username, password and API Key you received
- Click the Save button and activate the link
3️⃣ Defining a Filter: Parsing WhatsApp Messages
Once the integration is complete, a special filter must be defined so that messages received via WhatsApp can be separated from other requests.
🛠️ Filter Creation Steps:
- Settings > Filters > Add Filter
- Name the filter for example “WhatsApp Requests”
- As a condition:
- Select Channel equals WhatsApp
- Save the filter
Thanks to this filter, you can easily view, route and report requests that come only from the WhatsApp channel.
How to create a filter? article is available here.
💬 How to View Messages
After WhatsApp integration is complete:
- Every WhatsApp message from your customers is opened in the system as a request
- These requests can be parsed with the “Channel: WhatsApp” filter you defined
- All messages are automatically linked to the customer profile
- Replies to messages can also be made through the Grispi panel
✅ Advantages
- Manage your WhatsApp requests together with email, chat and phone requests on a single screen
- Get instant access to customer history
- Route WhatsApp requests to the right team with automation rules
- Increase customer satisfaction by responding quickly and effectively without delay
ℹ️ Support and Assistance
Since the WhatsApp integration process is carried out directly with the Grispi support team, you will be provided with all the technical support and guidance you need throughout the process.
📩 You can contact the Grispi Support Center for assistance and meeting requests.
