topic Re: WhatsApp message to contacts when a ticket status changes in Tickets & Conversations

WhatsApp message to contacts when a ticket status changes

Nathanhobbs — Tue, 05 Mar 2024 15:35:04 GMT

Hi there,

Struggling to get this to work, so I'm hoping someone can assist.

Basically, we are using a 3rd party integration to send out WhatsApp notifications (Wati if you are familiar). These notifications can only be triggered on contact workflows. However, I want these workflows to be triggered by a ticket property change.

Essentially: If the ticket property is changed to x and it's pipeline is y -> send the associated contacts a WhatsApp message.

Any ideas?

Re: WhatsApp message to contacts when a ticket status changes

LouiseHare — Tue, 05 Mar 2024 15:51:28 GMT

Hi @Nathanhobbs ,

When the ticket properties are updated, you could copy them to the contact which could then be used to trigger the workflow.

Hope this helps,

Louise Hare she/her

Freelance HubSpot Specialist

louisemhare.com

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Re: WhatsApp message to contacts when a ticket status changes

Nathanhobbs — Tue, 05 Mar 2024 17:02:20 GMT

Hi @LouiseHare,

I considered this, but we have up to 3 tickets associated per client, which would require a property for each ticket...it feels a bit, messy?

Thanks,

Nathan

Re: WhatsApp message to contacts when a ticket status changes

LouiseHare — Tue, 05 Mar 2024 17:19:04 GMT

Hey @Nathanhobbs ,

Is it likely that more than 1 ticket will be worked on at a time? If not, you should be able to copy from the ticket that was latest updated.

Thanks,

Louise Hare she/her

Freelance HubSpot Specialist

louisemhare.com

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If my reply helped to answer your question please mark it as a solution to make it easier for others to find!

Re: WhatsApp message to contacts when a ticket status changes

Nathanhobbs — Tue, 05 Mar 2024 17:25:44 GMT

Hi @LouiseHare,

Yes, all 3 tickets are being worked on at the same time.

I tried this trigger under a contact workflow, but I couldn't get it to fire more than once even with re-enrollment enabled. Am I missing anything obvious here?

Thanks again,

Nathan

Re: WhatsApp message to contacts when a ticket status changes

LouiseHare — Tue, 05 Mar 2024 17:33:58 GMT

Hey @Nathanhobbs,

The reason it won't let you re-enroll is because in a Contact-based workflow you can only re-enroll using a contact property.

A workaround for this is to create a custom calculation property on contacts that for example counts the number of ticktets associated to a contact.

However, your calculation would need to be a little more nuanced than this. You could create a calculation property that counts the number of tickets associated to a contact with the 'Ticket status' Closed for example. This would mean that anytime a Ticket associated to a Contact is moved to the Closed status, this count would increase. The calculation property could then be used to re-enroll contacts in your worklfow.

Hope that makes sense. Let me know if not.

Louise Hare she/her

Freelance HubSpot Specialist

louisemhare.com

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If my reply helped to answer your question please mark it as a solution to make it easier for others to find!

Re: WhatsApp message to contacts when a ticket status changes

Nathanhobbs — Wed, 06 Mar 2024 11:01:17 GMT

Hi @LouiseHare,

Thanks for offering options - I do feel this would just end up in a big maze of messy automation, but I guess I'll have to give it a go.

One last thought I had: Can I use a ticket workflow for the triggers and filtering that then sends to a contact workflow?

Thanks,

Nathan

Re: WhatsApp message to contacts when a ticket status changes

LouiseHare — Wed, 06 Mar 2024 13:05:21 GMT

Hi @Nathanhobbs ,

If I understand your suggestion correctly, you are asking if you create a ticket workflow to do the enrollment and then send the associated contacts to another contact-based workflow?

If that's the case then you can't do this unfortunately. You can only send records to workflow of the same type.

Thanks,

Louise Hare she/her

Freelance HubSpot Specialist

www.louisemhare.com

Want to chat HubSpot?

If my reply helped to answer your question please mark it as a solution to make it easier for others to find!