- Overview
- Twilio Configuration
- Installation
- General Configuration
- WhatsApp Config
- Functionality Overview
- Permissions
- Chat Assignment and Notifications to Admins
- Chatbox
- Important Notes
- Known Issues
¶ Overview
The WhatsApp add-on offers the following capabilities within Splynx:
- Sending and receiving WhatsApp messages;
- Creating tickets from messages;
- Linking messages to tickets;
- Creating a customer or lead from messages sent by unknown senders to Splynx via WhatsApp.
In this article, we'll explain how to install and configure the WhatsApp add-on, as well as effectively utilize its key features.
Steps to complete before connecting Twilio and Splynx accounts:
¶ Twilio Configuration
The integration of WhatsApp into Splynx requires several steps, including creating a Twilio account, purchasing a WhatsApp number, registering it, and obtaining approval from Meta.
To begin, please follow the steps outlined in the Twilio manual, available at the following link: Twilio WhatsApp Number Setup Manual.
Once you have completed the setup process and obtained approval from Meta, you can retrieve the necessary credentials from the specified location:
Including one parameter from the Messaging Services section:
Service configuration:
- Request URL:
https://SPLYNX_DOMAIN/whatsapp/receive-message
- Fallback URL:
https://SPLYNX_DOMAIN/whatsapp/status-callback
- Callback URL:
https://SPLYNX_DOMAIN/whatsapp/status-callback
Endpoint configuration:
Make sure to select the Messaging service in the WhatsApp senders section.
Once you have retrieved the necessary credentials and completed the setup process, you can proceed with the next step: integrating WhatsApp into Splynx.
Please disable HTTP Basic Authentication to successfully send Media files.
Where to change: https://console.twilio.com/us1/develop/sms/settings/general
¶ Installation
To install the WhatsApp add-on via CLI, the following commands can be used:
sudo apt-get update && sudo apt-get install splynx-whatsapp
To install it via the Web UI:
Navigate to Config → Integrations → Add-ons:
Locate or search for the "splynx-whatsapp" add-on and click the Install icon in the Actions column:
You will be presented with a window to confirm or cancel the Installation. Click the OK, confirm to begin the installation process:
¶ General Configuration
After the successful installation and when all details for WhatsApp have been obtained, the next step is to configure the add-on for it to work properly.
Navigate to Config → Integrations → Modules list and click the Edit button of the Splynx WhatsApp addon:
¶ Settings
- Automatic administrator assignment - if enabled, each new chat will be automatically assigned to one of the selected admins in the 'Auto-assign chats to' field.
After enabling the Automatic administrator assignment toggle, the 'Auto-assign chats to' field will appear where you must select at least one admin to assign new chats. Do not leave this field empty!
- New chat email template - customize the email notification template for administrators regarding new chats;
¶ Twilio Settings
Enter your Twilio account details here:
¶ WhatsApp Config
When the General configuration in the Modules list is ready, navigate to Config → Integrations → WhatsApp config:
Here, you need to load all templates in Twilio under the Messaging → Content template builder section:
The Content type must be Text!
The Sync templates with provider button in Splynx facilitates template synchronization between Splynx and Twilio. You can initiate this sync manually, but if forgotten, there's no need to worry—Splynx runs a cron job every hour to ensure the templates remain synced.
Templates can be created in Splynx and Twilio, and the system will synchronize these templates across both platforms.
Initiating conversations is only possible using templates approved by Meta. It's impossible to start a new chat with a customer using a casual message like "Hello, how are you?" This restriction, imposed by Meta, aims to prevent spam, fraud, and other security issues. To start a conversation, you must create a template in the designated section in Twilio, await Meta's approval, synchronize it with Splynx, and only then initiate a conversation with a customer using that template.
¶ Template Statuses
Template statuses in Splynx are as follows:
New: Templates awaiting approval from WhatsApp and cannot be used to start conversations.
Approved: Templates approved by WhatsApp and can be used to initiate conversations.
Paused: Templates temporarily limited by WhatsApp for approval, requiring waiting for their decision. These templates cannot be used to start conversations.
Rejected: Templates declined by WhatsApp, necessitating modification in Twilio and resubmitting for approval. These templates cannot be used to start conversations.
In the database, you can check the WHATSAPP_templates table for information about the synced templates.
¶ Functionality Overview
¶ Starting the Conversation
You'll need to initiate a conversation to contact a customer via WhatsApp from Splynx. Conversations can only be initiated with templates approved by WhatsApp (templates with status = 'Approved' under the Config → Integrations → WhatsApp configuration section).
Ensure the customer has a phone number.
You can initiate a conversation from two locations:
Customer → Communication → Messengers:
Messages → Messengers:
If the customer has two or more phone numbers, you will need to choose one of them.
After starting a conversation, you need to wait for the customer's response. Subsequent messages sent must also adhere to the template requirement. However, this restriction only applies to initiating the conversation; once you receive a reply from the customer, you are free to send any text you wish.
Once the chat is initiated, you will see it listed with the condition set to "Open" and "Initiated by" marked as "Admin." Additionally, this chat will be assigned to you, and you will receive pop-up notifications about new messages in this chat.
¶ Receiving Messages
When the customer replies to your message, you will receive a pop-up notification in Splynx about a new message. Simply open the chat to read the message from the customer and reply:
After opening a chat, your messages will be displayed on the right, while the customer's messages will appear on the left. You can use the text box to write a reply and send it:
All changes made to the chat, such as closing the chat, assigning it, or setting the customer/lead from an unknown sender, will be displayed within it. These changes are only visible to admins, not customers.
When the chat needs to be closed, click the Actions button and choose to either close the chat or re-assign it to another admin:
¶ Creating a Ticket from a Message
To create a ticket from any message in a WhatsApp chat, click the arrow button next to the WhatsApp message and choose Create ticket:
In a new modal window, enter the required details, then click Save:
Afterward, a link will be created to that ticket in the message, along with a note in the ticket itself containing a link back to the WhatsApp chat message. Additionally, an export of the message will be available:
¶ Linking and Unlinking Messages to a Ticket
After the previous action, the message is linked to a ticket. You can only link one message to one ticket (one-to-one). To re-link a message to another ticket, click on the message actions, select the 'Unlink ticket' option, or click on the 'Link ticket' option.
This will display a modal window where you can find all the customer's tickets available for linking.
In the same window, you will be able to remove the old link:
Now, you have the option to link a new ticket:
¶ Creating a Customer or Lead from an Unknown Sender
An 'Unknown sender' refers to a contact (mobile number) that sends a message to your WhatsApp business account but whose phone number cannot be found in the customer/lead database, or the customer/lead with this phone number has been deleted in Splynx.
We store these chats under Messages → Messengers → Unknown Senders. In such cases, you have the option to create a new customer or lead directly from the chat interface.
In the Actions section, you’ll find three buttons for each chat:
'Open chat'
'Create a customer or lead for this sender'
'Link with an existing customer or lead'
'Close chat'
Similarly, you can close chats from the WhatsApp window:
When you select the Create a customer or lead for this sender option, a modal window will appear where you need to choose whether to create a lead or customer:
Then, specify the details for the new lead or customer:
The "Full name" and "Phone number" fields will be pre-filled with values from the WhatsApp account that contacted us.
¶ Linking an Unknown Sender to a Customer or Lead
You can also link an unknown sender to a customer or lead in Splynx using the Link with an existing customer or lead option. A modal window will appear, prompting you to search for a customer/lead to link:
After this action, the chat will be moved from the 'Unknown Senders' tab to the 'All Chats' tab, and you will then see this chat under the respective customer's account:
¶ Quick access and Condition filters
In Messengers, you can filter chats (both all chats and those from unknown senders) by their assignment status/assignees or condition:
¶ Locations in messages
Customers can send locations in their messages. Click on a location to get more information:
A new window will appear, showing the exact location on the map.
¶ Audio files
When a customer includes an audio file in their message, you can listen to it directly, without needing to download it:
¶ Permissions
There is a set of permissions you can assign to different administrators.
- For the admin to create chats, WhatsApp must be enabled for this admin in the Add-ons permissions:
- To enable an admin to view closed chats, select a scope (any option except "None") for the admin under Administration → Administrators (Helpdesk):
- To view the "All Senders" and "Unknown Senders" tabs under the Messages view:
- Permissions to view the "Messengers" tab under the Customer view:
¶ Chat Assignment and Notifications to Admins
For administrators to receive email notifications about new chats, it is essential to configure the module under Config → Integrations → Modules list ('splynx_whatsapp') and modify these settings:
Based on the screenshot provided, all incoming messages (chats) will be automatically assigned to one of the selected administrators from the "Auto-assign chats to" field.
The assigned administrator will receive a notification about a new chat via email and a pop-up on the dashboard.
If the Automatic administrator assignment toggle is enabled, a new field, 'Auto-assign chats to', will appear. In this field, you must select at least one administrator to assign incoming messages. Alternatively, select all administrators if you want messages assigned to everyone with the Messenger permission enabled.
Select administrators available for assignment and re-assignment:
¶ Re-assigning a Chat to Another Admin
If a chat is unassigned, you need to assign it to yourself to reply.
If the chat is assigned to another person but you want to reply, you need to assign the chat to yourself first and only then reply.
In this scenario, the text box is disabled until you assign the chat to yourself.
¶ Chatbox
The chatbox is an efficient feature within Splynx for real-time communication. It enhances customer support and simplifies automation and routing. With the chatbox, you can start new conversations or respond to existing ones from anywhere within the system without interrupting other tasks.
The chatbox automatically appears in the bottom-right corner of your screen in Splynx after installing the WhatsApp add-on. Simply click on the icon to open the chatbox window:
If you don’t have any chats assigned to you, the chatbox will appear empty by default. You can start a new chat or view all available conversations to assign one to yourself.
To minimize the chatbox, click on the line icon: 
¶ Chat interface
Click on any chat to open the conversation thread:
When you click on See all in Messengers, the Messengers section will open, displaying all available conversations in a list.
¶ Creating a new chat
Click on the plus button 
in the top-right corner of the chatbox to create a new chat.
Here, you can specify the recipient (customer or lead) and their phone number. You can also choose a template for your message, which will automatically appear in the message area. Then click the Send button.
¶ Managing messages
The chat functionality is similar to the WhatsApp interface. Here, you can create and link a ticket from the message, as well as select messages, reassign chats, or close chats.
By clicking on the customer’s name at the top of the chatbox, the page with the customer’s Communication tab will open:
If the chat is from an unknown sender, you can link the sender to an existing customer/lead or create a new customer/lead:
¶ Attachments
You can send attachments, such as images or documents, in your message. After clicking on the clip icon next to the message area, you can upload files in the new window:
The attached files will be visible in the chat list:
¶ Filtering
By clicking on the filter icon 
, you can choose which chats to view: Assigned to you, Unassigned, or all.
¶ Important Notes
-
The integration currently only works with Twilio. Ensure your Twilio account is approved for WhatsApp use. Refer to this manual for guidance: Twilio WhatsApp Setup Manual.
-
When a chat is closed, it is automatically unassigned.
¶ Known Issues
- The issue with attachments is that they are not visible in Splynx when the customer sends them.
Possible resolution - disable this option here:
