WhatsApp is where customers already are
In many ISP markets, support starts in WhatsApp before it reaches a formal ticketing system. ISPAgents should make that workflow operational instead of forcing support teams to copy messages into separate tools.
What WhatsApp ticketing should connect
| Context | Why support needs it | |---|---| | Customer account | Identify the subscriber, location, package, balance, and service state. | | Payments | See whether the customer paid, is overdue, or needs reconciliation. | | Access evidence | Show RADIUS, MikroTik, CPE, and connector state beside the conversation. | | Incidents | Link similar tickets to outages, AP issues, router changes, or site problems. | | Field work | Convert support requests into technician jobs with photos and closeout evidence. | | AI summary | Summarize long chats and recommend the safest next action. |
Operational flow
Support should be able to open a WhatsApp ticket, see the customer timeline, check payment and access state, escalate to NOC, dispatch a technician, and close the loop without losing context.
FAQ
Can WhatsApp tickets link to billing?
Yes. The ticket should show balance, payment state, plan, suspension state, and recent restoration attempts where the operator has connected those systems.
Should AI answer customers automatically?
Start with AI summaries and suggested replies. Automatic replies should be controlled by approval rules and clear evidence.