cloud.sr2.uk/docs/link/autoresponders.md

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Autoresponders	103

Setting up an autoresponder (WhatsApp/Signal auto reply)

In order to setup automatic replies for WhatsApp or Signal you need to:

1. use Zammad in version 6.1.0 or newer

2. have previously created WhatsApp/Signal bot

3. create a webhook:

   • go to Settings → Webhook → New Webhook

   • give it any name

   • the endpoint is (for link based instances):

     http://link:3000/link/api/whatsapp/bots/<bot-token>/send
     http://link:3000/link/api/signal/bots/<bot-token>/send
     

     where the <bot-token> can be found in admin panel of your helpdesk (helpdesk-name-admin.cdr.link) - go to WhatsApp/Signal, click on the bot, copy the token

   • HMAC SHA1 SIGNATURE TOKEN - leave empty

   • SSL VERIFY - no

   • HTTP BASIC AUTHENTICATION USERNAME - empty

   • HTTP BASIC AUTHENTICATION PASSWORD - empty

   • CUSTOM PAYLOAD - use json below, you can modify it in order to create more customised message body:

   {
   "to": "#{ticket.customer.phone}",
   "message": "Your ticket has been received."
   }
   

   • set the Webhook to active and press ‘Submit’

4. now you need to create a Trigger:

   • go to Settings → Trigger → New Trigger
   • set the name
   • ACTIVATED BY - Action
   • ACTION EXECUTION - Selective (default)
   • CONDITIONS FOR AFFECTED OBJECTS*:
     • Action is Created
     • State is not closed
     • (Article) Type is cdr_signal/cdr_whatsapp
   • EXPERT MODE - off
   • EXECUTE CHANGES ON OBJECTS: Webhook: webhook created in point 3
   • optional note
   • set to active and Submit

🤩 Thats it!