Hive Support lets you manage your support tickets through WhatsApp, allowing you to receive notifications and reply to tickets directly from your WhatsApp account. This guide will help you set up Hive Supports WhatsApp integration using Twilio.

Steps to Set Up Twilio for Hive Support #

First, we need a Twilio account for the full integration process of Hive Support.

• Visit the Twilio website and sign up for a free account.
• Ensure you have a valid email address and a verified mobile number, as these are required to start the free trial.

Retrieve Your Twilio Account SID and Auth Token #

• After completing the signup process and configuring the Twilio Console, you’ll be provided with an Account SID and Auth Token.

• Copy these details from the Console page, as you’ll need them for the next steps.

Get a WhatsApp Number from Twilio #

After copying your Twilio Console information, follow these steps to get your WhatsApp number:

Access Messaging in the Twilio Console #

• Navigate to the Messaging section in the left-hand sidebar of the Twilio Console.
• Expand the “Try it out” dropdown and select “Send a WhatsApp Message.” 

Setup WhatsApp Sandbox #

1. Add the provided WhatsApp number as a contact on your phone.
2. Send the code provided by Twilio to this contact from your desired WhatsApp account.
3. You will receive a confirmation message in your Twilio WhatsApp chat, indicating that the setup is complete.

Now reply with “Confirm” to proceed.

Configure and Customize Twilio Sandbox Settings #

Additionally, a message received notification will appear in the Sandbox. To start a business-initiated chat, choose a pre-approved template from the Message Template dropdown list by clicking the arrow icon. Once you’ve selected a template, click the “Send template message” button.

• At this stage, you can engage your users in business-related conversations. Pre-approved templates are required for business-initiated interactions until the user responds.

Next, click the “Next step” button to proceed to the User-initiated conversation page.

This will appear as another message notification in the Sandbox. To receive the message notification, make sure to reply to the previously sent template message from your WhatsApp account.

From this point, you can also send messages to the Twilio WhatsApp chat. Now, click “Next step” again to proceed to the Wrap-up page.

Finally, we have integrated our Hive Support with Twilio. Tap to the next step it will take you to the Wrap-up section.

How to Setup WhatsApp in Hive Support #

First, go to your Hive Supports Dashboard. Navigate to Settings, then to Integrations. Here, you will find all the integration settings. Select and enable WhatsApp, then proceed to the integration settings.

Now you have to fill up all this necessary information for the integration process.

Twilio Integration Settings #

1. Twilio Account SID: This is a unique identifier for your Twilio account. You need to enter your Twilio Account SID to enable WhatsApp integration.
2. Twilio Auth Token: This is a secret token associated with your Twilio account used for authentication purposes. Enter your Twilio Auth Token to complete the integration setup.
3. Twilio WhatsApp Number: The phone number provided by Twilio that you will use to send and receive WhatsApp messages.
4. WhatsApp Send TO Number: The phone number to which the WhatsApp messages will be sent.

Notification Settings #

1. Ticket Created: When toggled on, a notification will be sent to WhatsApp when a new ticket is created.
2. Ticket Closed: When toggled on, a notification will be sent to WhatsApp when a ticket is closed.

5. Ticket Replied: When toggled on, a notification will be sent to WhatsApp when a reply is made to a ticket.
6. Enable Reply From WhatsApp: When toggled on, it allows agents to reply to tickets directly from WhatsApp.

Webhook URL #

1. Webhook URL: This URL is used to enable your agents to reply to tickets from WhatsApp. Copy and configure this URL in your Twilio console to link it with the WhatsApp integration.

Click this button to save all the integration and notification settings you’ve configured.

These settings help integrate Twilio’s WhatsApp service with your Hive Support system, allowing seamless communication and ticket management via WhatsApp.

Reply to Support Tickets from WhatsApp #

We have finished our integration process. Now let’s create a ticket from the user end on our website.

After signing in user will get access to their support portal from the My Account section.

We have prepared our ticket. Tap to the Submit button. Our ticket will be visible on the admin panel.

When a user creates a ticket, Twilio will send a notification to your Whatsapp chat. So, now let’s go to our WhatsApp chat section.

As you can see, a ticket notification has arrived on your chat. Now we have to reply to this chat. 

• To reply to specific tickets directly from a WhatsApp chat, simply type ##Ticket number## before your message.

• Tap to the sent button to reply the tickets.

• You can check this in the Hive Support tickets section. Navigate to your Dashboard > Tickets, and select the specific tickets you have replied to.

As you can see, your replies have been successfully added to the customer support tickets. By following this process, you can easily manage your Hive Support tickets directly from WhatsApp.

If you need any further assistance with Hive Support, please reach out to us through our Contact Us and Support sections.