# Automating Incident Management via WhatsApp & Xurrent

**URL:** <https://community.autommate.com/t/automating-incident-management-via-whatsapp-xurrent/77>\
**Category:** Use Case Hub\
**Tags:** whatsapp, xurrent, chatbot, incident-management\
**Created:** [August 22, 2025, 5:28pm UTC](https://community.autommate.com/t/automating-incident-management-via-whatsapp-xurrent/77 "2025-08-22T17:28:57Z")\
**Posts on this page:** 1\
**Page:** 1

<div class="post-metadata">

**Author:** ![sarp.acikelli](https://yyz1.discourse-cdn.com/flex027/user_avatar/community.autommate.com/sarp.acikelli/32/93_2.png) [@sarp.acikelli](https://community.autommate.com/u/sarp.acikelli)\
**Post date:** [August 22, 2025, 5:28pm UTC](https://community.autommate.com/t/automating-incident-management-via-whatsapp-xurrent/77/1 "2025-08-22T17:28:58Z")

</div>

## 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).

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## 🤖 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](https://canada1.discourse-cdn.com/flex027/uploads/autommate/original/1X/e1c3e6ab55d200b2f2901f27628475dacc77e9c3.png)

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## 🧩 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:

5. If **View Existing Incident** is chosen:

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## ⚙ Architecture Overview

- **Trigger** : Webhook from WhatsApp messages.

- **Integration** : WhatsApp ↔ Autom Mate ↔ Xurrent.

- **Flows** :

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## 📈 What You Gain

- 🚀 Faster incident creation (seconds instead of minutes).

- 📱 Fully mobile, no need for portals.

- 🤝 Improved user experience via natural conversation.

- ⏱ Reduced MTTA/MTTR by simplifying request flow.

- 🔎 Clear visibility into existing incidents.

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## 🧪 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:

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](https://canada1.discourse-cdn.com/flex027/uploads/autommate/original/1X/ae482c1ad6adb9f2477f9af82d9d1bed503c7012.jpeg)

**Viewing Incident Scenario**

 ![View Incident](https://canada1.discourse-cdn.com/flex027/uploads/autommate/original/1X/2f6c2495bbbdc2c7e4264563856889d04b4fb113.jpeg)

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## ⬇ Try It Yourself

- **Download JSON from here** ;

- **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.**

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## 💬 Join the Discussion

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