In this article, you’ll learn how to recontact a customer via WhatsApp from a ticket, creating a new support conversation that is automatically linked to the original ticket.

This feature is available for Agents, Advanced Agents, Operators, and Administrators who use the Support service module in Zenvia Customer Cloud.

💡Use this feature when you need to:

🎫 Recontact a customer regarding an existing ticket.
🕘 Continue an interaction without losing the conversation history.
💬 Proactively start a new support conversation via WhatsApp. 

This flow creates a new conversation that is linked to the original ticket. It does not reuse previous conversations. 

Prerequisites

Before you begin, make sure that:

• The ticket is saved.
• The requester’s contact has a registered phone number.
• The ticket is not in Completed status (Resolved, Closed, or Canceled).
• At least one WhatsApp template (HSM) is configured for the WhatsApp number used.

How to recontact a customer via WhatsApp using a ticket

1. From the main menu, go to: Support service > Tickets.

2. Click the ticket you want to use for the recontact.

This ticket may or may not have been created from a previous chat. What matters is that the contact has a linked phone number.

3. Click the message icon next to the contact’s name.

4. Select the Start a support conversation option.
A new tab will automatically open with the new conversation. It will be created as an active chat and will already be linked to the original ticket.

Template sending (required)

Before continuing, it’s important to understand:

• Sending a WhatsApp template (HSM) is required to start this conversation. 
• Until the template is sent, the message input field will remain locked. 
• This is a Meta (WhatsApp) policy and cannot be changed.
• If no template is configured for the WhatsApp number, the message cannot be sent and the support interaction cannot continue through this channel.

In the chat screen:

1. Select a template in the message input field.

2. Set the time limit for the customer’s response.

3. Review the information.

4. Click Send.

Done! The template will be sent to the customer via WhatsApp. As soon as the customer replies, the message field will be unlocked and you can chat normally.

After closing the conversation, the history will be automatically available within the ticket. In other words, no manual linking is required.

Learn more

1. How tickets work

2. Handle, transfer, and link support conversations

3. WhatsApp voice calls in support service

4. WhatsApp message template registration

5. WhatsApp message template categories