Verified-customer service menu, tickets, callbacks and team hand-off

WhatsApp Web Messaging

Britixo WhatsApp Enterprise: complete how-to guide

Enable verified-customer automation

Turn on Enable automated responses and save the Settings page.

Disable all automated responses

Turn off the master switch; verification prompts, menus, CRM actions and confirmations stop while manual Inbox work continues.

Enable the post-verification service menu

Offer only the service options whose branch toggles are also enabled.

Disable the service menu

Prevent menu presentation while retaining any other enabled verification behaviour supported by the master workflow.

Enable automated support-ticket creation

Allow verified customers to choose the ticket branch and provide subject and issue details.

Disable automated support-ticket creation

Remove the ticket option from the generated service menu.

Enable callback requests

Allow verified customers to submit a reason plus preferred date, time and timezone for a native task.

Disable callback requests

Remove the callback option from the generated service menu.

Enable team hand-off

Allow a verified customer to submit an enquiry for authorised Inbox staff without creating an unrelated native record.

Disable team hand-off

Remove the hand-off option from the generated service menu.

Configure the support-ticket department

Choose a department or Use first available department.

Configure automated record priority

Choose Low, Medium, High or Urgent for module-created tickets and callback tasks.

Configure the automation owner

Choose an active staff member or Unassigned / normal CRM workflow.

Enable customer confirmation emails

Send a confirmation to the exact verified contact email using the CRM mail transport and default header/footer.

Disable customer confirmation emails

Keep WhatsApp confirmations while suppressing the module’s customer email branch.

Enable administrator notification emails

Send a separate notification to each validated administrator recipient.

Disable administrator notification emails

Stop the administrator email branch without disabling the WhatsApp workflow.

Configure administrator recipients

Enter one address per line or comma-separated, use no more than 20, and save.

Understand blank administrator recipients

When the field is blank, the module attempts to use a valid CRM sender or company email.

Configure the service-menu introduction

Edit the introduction and optionally use {{contact_name}}.

Configure the invalid menu choice response

Edit the reply used when the customer sends a value that is not an enabled number or option name.

Use MENU to reopen the service menu

A verified contact can send MENU at any time to receive the enabled options.

Choose a service option by number

Reply with the displayed option number and continue the state-specific prompts.

Choose a service option by name

Reply with the recognised enabled option name where the automation parser accepts it.

Create a support ticket through WhatsApp

Choose the ticket option, provide a short subject, then provide full issue/reference details and wait for the native ticket confirmation.

Configure the ticket subject prompt

Edit the first support-ticket question within 4,000 characters.

Configure the ticket details prompt

Edit the request for the issue, reference and desired result.

Understand duplicate open-ticket protection

A second WhatsApp-created support ticket is refused while an earlier module-created ticket for the same verified customer is still awaiting staff response.

Configure the duplicate-ticket response

Use {reference} to identify the existing open ticket in the customer message.

Understand when a new ticket is allowed again

An answered or closed earlier module-created ticket no longer blocks a new WhatsApp support request.

Create a callback task through WhatsApp

Choose callback, provide the reason, then provide preferred date, time and timezone; verify the native task and confirmation reference.

Configure the callback reason prompt

Edit the question asking what the customer wants to discuss.

Configure the callback time prompt

Edit the request for date, time and timezone.

Submit a team hand-off enquiry

Choose the team option, provide details and wait for the hand-off confirmation; no unrelated Task, Ticket or Lead is invented.

Configure the hand-off details prompt

Edit the request for the information staff need to review.

Configure ticket, callback and hand-off confirmations

Edit each success message and use {reference} only in the ticket/callback messages that support it.

Configure the simultaneous-request response

Edit the message returned when the same workflow session is already atomically processing another request.

Configure the automatic-action failure response

Edit the fallback sent when a native CRM action or required delivery step fails.

Understand continuation after completion

After a successful ticket, callback or hand-off, the personalised welcome and enabled menu are sent again and the next choice can be accepted immediately.

Understand automation-session data retention

Raw submitted details remain in the module-owned automation session and the created native CRM record; event/audit context stores identifiers, lengths and outcomes rather than copying full replies.

Verify automated emails

Check the verified contact mailbox and each administrator recipient separately, using the CRM’s configured SMTP transport, default header and footer.

Troubleshoot missing automation options

Confirm the master switch, service menu and specific branch are enabled and the conversation is verified.

Troubleshoot an automatic CRM action failure

Review the session events and Audit Trail, confirm native departments/staff/models exist and continue the conversation manually if required.