Right now when we manually send a whatsapp template to a contact, it opens up a new ticket with that conversation attached to it.
When I do the same thing via workflows, it doesn’t open any ticket. I want to track that conversation in a ticket, so I have to add a new step in that workflow to create a ticket. The problem is that the newly created ticket ends up being an e-mail ticket that does not contain that whatsapp template I have just sent.
It gets worse when the contact actually replies the message, because that creates A NEW TICKET. I end up with two tickets instead and have to run a third party automation to periodically merge both tickets.
It would be awesome to have the possibility to send a whatsapp template and create a new ticket with it in workflows.