Automating Incident Management via WhatsApp & Xurrent

Use Case Hub
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The Problem

End users often struggle with slow and complex ways of creating or checking incidents in service platforms. They must log into portals, fill in forms, and navigate multiple screens just to raise a ticket or check its status. This leads to delays, frustration, and high MTTA (Mean Time to Acknowledge).

:robot: The Solution with Autom Mate

By integrating WhatsApp with Xurrent through Autom Mate, we built a chatbot that allows users to:

  • Open incidents quickly by simply chatting.

  • Provide necessary details (subject, note) in natural conversation.

  • Retrieve and view existing incident details instantly.

All without leaving WhatsApp.

Autom
Autom475Ă—856 31.8 KB

:puzzle_piece: What Does Autom Mate Actually Do?

  1. User sends a message to WhatsApp bot (triggered via webhook).

  2. Autom Mate sends a Welcome Message and asks for service selection.

  3. User selects Incident Creation or View Existing Incident.

  4. If Incident Creation is chosen:

    • Bot asks for Subject and Note.

    • Autom Mate pushes the data into Xurrent via API.

    • Bot returns a Success Message with the incident ID.

  5. If View Existing Incident is chosen:

    • Autom Mate fetches a list of requests from Xurrent.

    • User selects an incident.

    • Bot displays incident details (subject, category, status).

:gear: Architecture Overview

  • Trigger: Webhook from WhatsApp messages.

  • Integration: WhatsApp ↔ Autom Mate ↔ Xurrent.

  • Flows:

    • Create Incident

    • View Incident

:chart_increasing: What You Gain

  • :rocket: Faster incident creation (seconds instead of minutes).

  • :mobile_phone: Fully mobile, no need for portals.

  • :handshake: Improved user experience via natural conversation.

  • :stopwatch: Reduced MTTA/MTTR by simplifying request flow.

  • :magnifying_glass_tilted_right: Clear visibility into existing incidents.

:test_tube: Example in Action

  1. User sends “Hello” in WhatsApp.

  2. Bot replies with menu: Incident Creation or View Existing Incident.

  3. User selects Incident Creation.

  4. Bot asks:

    • “Specify a subject” → User: My computer is crashing!

    • “Specify a note” → User: When I run my X application, computer crashes.

  5. Bot confirms: Incident successfully created, ID: 65187927.

  6. Later, user checks: View Existing Incident → Bot shows incident status: assigned.

Incident Creation Scenario

Incident Creation
Incident Creation1274Ă—929 230 KB

Viewing Incident Scenario

View Incident
View Incident1334Ă—935 229 KB

:down_arrow: Try It Yourself

  • Download JSON from here;

    Simple Whatsapp - Xurrent Integration.json (21.9 KB)

    Import it to your Autom!

  • Add your Whatsapp, Xurrent and Custom Xurrent Credentials for connection!

  • Edit “account-header” variable with your Xurrent Account Name.

  • Register your Autom webhook url on Meta Website.

:speech_balloon: Join the Discussion

Have you tried bringing ITSM into WhatsApp or other chat platforms? Share your thoughts, alternative flows, or challenges below :backhand_index_pointing_down:

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