The awesome-support-whatsapp-tickets extension is a professional WordPress plugin module. It interconnects the WhatsApp Business Cloud API with the Awesome Support helpdesk ticket management system. This tool automates ticket creation upon receiving a WhatsApp message, centralizes communication, and notifies both agents and customers in real time.

Figure 1: Workflow diagram between WhatsApp Client, Meta Cloud API, and Awesome Support.

1. Installation Procedure on WordPress

Mandatory Prerequisite: Ensure that the main Awesome Support plugin is installed and activated on your WordPress site before proceeding.

1. Navigate to your WordPress dashboard: Plugins > Add New > Upload Plugin.
2. Select the awesome-support-whatsapp-tickets.zip archive and click Install Now.
3. Once the upload finishes, click Activate Plugin.

2.    Addon Configuration Guide

 

For the extension to communicate with WhatsApp, you must configure a Business Application on Meta for Developers by following these steps.

1. Login: Log in to Meta Business via https://business.facebook.com/business/loginpage/ using your Facebook account.

Figure 2 : Log in to Meta Business

2. Access Applications: Once logged in, go to https://developers.facebook.com/apps/. Access My Apps and click Create App.

Figure 3 : Access Applications

3. Application Details: Enter your Application Name (e.g., App test) and a valid Contact Email address, then click Next.

Figure 4 : Applications details.

4. Select Use Case: Select the use case « Connect with customers through WhatsApp », then click Next.

Figure 5 : Select use case.

5. Associate Business Portfolio: Select the Business Portfolio to attach your application to.

Note: If you do not have one, click « Create a business portfolio », fill in the required information, and select it before continuing.

Figure 6: Associate business portofolio

6. Publishing Requirements: On the publishing requirements step, simply click Next.

Figure 7 : Publishing requirements.

7. Review & Create: Review the overall application information, then click Create App.

Figure 8 : Review and create the app

2.1  Configuring the Meta Phone Number

1. Open a new browser tab and go to WhatsApp Manager > Phone Numbers (https://business.facebook.com/latest/whatsapp_manager/phone_numbers).
2. Click « Add phone number » and follow the instructions to the end.

Important: The added phone number must NOT be currently associated with an active personal or business WhatsApp account on a mobile phone.

Figure 9 : Add phone number.

2.2 Credentials Retrieval & WordPress Configuration (Step 1)

1. Return to https://developers.facebook.com/apps/ and click on the application you just created.

Figure 10 : Open the meta app.

2. Click « Customize the connect with customers through WhatsApp use case ».

Figure 11 : Customize the connect with customers through WhatsApp use case.

3. Go to Step 1. Try it out. If your phone number was properly added, you will see your Phone Number ID and WhatsApp Business Account ID.

Figure 12 : Get whatsapp’s ids

5. Log in to your WordPress admin dashboard. Navigate to Tickets > Settings > WhatsApp.
6. Fill in the fields, WhatsApp account ID, and WhatsApp number ID.

Figure 13 : Fill whatsapp ids in wordpress.

2.3 Configuring the Meta Webhook (Step 2)

1. From the WordPress settings page above, copy the Callback URL and Verify token values.
2. Go back to Meta Developers inside your application dashboard.
3. In the use case customization, click Step 2. Production setup.
4. Enter the Callback URL and Verify token values, then click Verify and save.

Figure 14  : Configure callbacks url.

5. Lower on the same page, subscribe to message webhook notifications by enabling ‘messages’ as shown below:

Figure 15: enable messages.

6. Under ‘Production setup’ > ‘Register your WhatsApp phone number’, check ‘Subscribe webhooks’, click ‘Register’ and follow the instructions:

Figure 16: Register the phone number.

7. Under ‘Add payment to send business-initiated messages’, click ‘Add payment method’ and follow the setup wizard:

Figure 17 : Add payment method.

8. Click ‘Send message’ and then ‘Generate token’ and follow the instructions:

Figure 18: Generate token.

9. Copy the generated Access Token, log in to WordPress Admin (Tickets > Settings > WhatsApp), paste it into ‘WhatsApp Api token’, and click Save.

Figure 19 : Paste token in wordpress.

10. In the left menu of Meta Developer Portal, click on your App then settings > Basic. Copy your App ID and App Secret.

Figure 20 : Copy meta app details.

11. Return to WordPress (Tickets > Settings > WhatsApp) and enter your WhatsApp App Id and WhatsApp App Secret.

Figure 21: Paste meta ids in wordpress.

2.4 Test Number Setup and Validation

1. In WordPress Admin (Tickets > Settings > WhatsApp), enter a phone number linked to an active WhatsApp account.
2. Save settings. If configured correctly, you will immediately receive a test message on WhatsApp!

Figure 22: Enter the test number.

2.5 Application Publishing & Deployment

Once all configurations are complete, publish the application to allow ticket creation from any public WhatsApp phone number. Go to https://developers.facebook.com/apps/, open your app, navigate to Publish, and click Publish.

Note: If the Publish button is not active, your app still has configurations to complete; you should follow the instructions in the alert boxes higher up in the “Use cases on this app” block.

Once the application is published, you will now be able to make the number created in step “4.2 Configuring the Meta Phone Number” available to your website users. As a result, as soon as a user starts a WhatsApp conversation with this number, a ticket will automatically be created and you will be able to respond right from your Awesome Support ticket manager.

3.    Feature Overview & Technical Specifications

Awesome Support: WhatsApp Tickets transforms WhatsApp into a synchronized helpdesk support channel. Messages sent via WhatsApp are converted into tickets and replies inside Awesome Support, and agent responses are automatically forwarded back to customers on WhatsApp.

2.1  Features

3.1.1  Automated Ticket Creation

When a client sends a message to your WhatsApp Business number:

• A new ticket is automatically created in Awesome Support.
• The ticket source taxonomy is explicitly assigned to whatsapp.
• The body of the initial WhatsApp message populates the primary ticket description.

 

3.2  Technical specifications

 

3.2.1  Automatic User Account Provisioning

If the incoming WhatsApp contact does not have an existing WordPress user account:

• A new WordPress user account is automatically generated with the default role wpas_user.
• A unique username and secure password are generated.
• Account credentials along with the ticket portal link are sent to the client in an automated welcome message.
• This allows customers to seamlessly track ticket history on your WordPress web portal at any time.

3.2.2  Bidirectional Communication Synchronization

Direction	System Behavior & Workflow
Client → Agent	Incoming WhatsApp messages are automatically attached as threaded replies to the active ticket.
Agent → Client	Replies published by agents inside Awesome Support are instantly delivered to the client’s WhatsApp chat.
Agent Media Attachments	Files attached by support agents are transmitted directly as native WhatsApp documents or media files.

3.2.3    Media & File Attachment Handling

Media files received via WhatsApp (photos, documents, PDFs) are handled as follows:

• Securely downloaded via Meta’s WhatsApp Media API endpoints.
• Attached directly to the corresponding ticket or response thread in WordPress.
• Validated against maximum file size limits configured in Awesome Support settings (Tickets > Settings > File Upload).
• If a received file exceeds allowed file size thresholds, an automated notification is sent to the client.

3.2.4    Ticket Closure Workflows

The system supports two flexible ticket closing mechanisms:

• Manual Keyword Closure: Customers can close their active ticket by messaging a custom keyword (default: Close). Upon receipt, the ticket status updates to Closed and a confirmation message is dispatched.
• Automated Inactivity Closure: Automatically closes tickets if no customer reply is received within a specified period (in seconds) following an agent reply. Setting this parameter to 0 disables auto-closure.

3.2.5  Customizable Automated System Messages

Notification Type	Operational Trigger
Welcome Message	Dispatched immediately upon new ticket creation.
File Size Error Message	Dispatched when an incoming attachment exceeds max size limits.
Closure Confirmation	Dispatched when a ticket is closed via WhatsApp keyword.

Supported Dynamic Variables

You can insert dynamic placeholder tags inside automated message templates:

Variable Tag	Replaced Value
[NAME]	WhatsApp contact display name
[TICKET_ID]	Generated ticket ID number
[USERNAME]	Auto-created WordPress username
[PASSWORD]	Auto-created WordPress password
[TICKET_URL]	Direct URL link to the web ticket portal
[CLOSE_COMMAND]	Configured keyword for closing tickets
[-]	Line break / newline character

3.2.6  Flow Summary

1. User sends a message to the Business WhatsApp phone number.
2. A new ticket (and WordPress user account if needed) is automatically created.
3. The user receives an immediate welcome notification with ticket details.
4. Bidirectional real-time messaging continues between WhatsApp and Awesome Support.
5. The ticket is closed via keyword command, agent action, or inactivity timeout.