Automatically Create Support Tickets from WhatsApp Messages
A customer messages you with a problem on WhatsApp. Notis creates a support ticket in Airtable instantly—prioritized, tracked, and ready to resolve.
Trigger
New Message Received
Triggered in real time when your WhatsApp Business number receives an inbound message from a customer (text, media, location, or contact). Delivered via the Cloud API webhook.
Action
Create a record
Creates a new record in a specified airtable table; field values must conform to the table's column types.
Why this helps
Support requests arrive via WhatsApp, but you don't have a ticketing system. Issues get lost, duplicates happen, and you forget what you promised. Conversations stay in WhatsApp instead of moving to a structured tracking system.
- No lost issues: every message becomes a tracked ticket
- Clear accountability: ticket fields show status, priority, and owner
- Ticket history: see all communications tied to the issue
- SLA tracking: prioritize by urgency without manual sorting
Setup
Build it in a few focused steps.
- 1Connect WhatsApp and Airtable to Notis.
- 2Create a support tickets table in Airtable with fields for: issue, priority, status, customer, and date created.
- 3Tell Notis: 'Whenever someone sends me a WhatsApp support message, create a ticket record in my support table. Use the message content as the issue description, auto-set status to Open, and ask the message tone if the issue seems urgent.'
- 4Define urgency keywords (e.g., 'urgent', 'broken', 'can't', 'help' = high priority).
- 5Send a test support message and verify the ticket is created.
Questions about this workflow
How does Notis know it's a support request vs. a regular message?
You can ask Notis to treat all messages as tickets, or specify keywords that indicate support (e.g., 'help', 'problem', 'issue', 'error').
Will every message from a customer create a ticket?
By default, yes—unless you tell Notis to filter. You can exclude greetings, acknowledgments, or specific customer groups.
Can I auto-assign tickets to team members?
Yes. Assign by priority, customer type, skill area, or round-robin. Notis can handle it.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Whatsapp to Airtable. A trigger fires from one place; an action lands in another.
Whatsapp triggers
Airtable actions
Message Status Updated
Triggers when a WhatsApp message status changes. IMPORTANT LIMITATION: WhatsApp Cloud API does not provide a native polling endpoint for message status. Status updates are ONLY delivered via webhooks in real-time. This trigger cannot directly poll the WhatsApp API for status updates. This trigger will return empty results as WhatsApp does not support this operation. To track message status updates, you must: 1. Set up a webhook endpoint to receive status notifications from WhatsApp 2. Store the webhook data in your own database 3. Use a different mechanism to query your stored webhook data For more information, see: - https://developers.facebook.com/docs/whatsapp/cloud-api/webhooks
Create base
Creates a new airtable base with specified tables and fields within a workspace; ensure field options are valid for their type.
New Message Received
Triggered in real time when your WhatsApp Business number receives an inbound message from a customer (text, media, location, or contact). Delivered via the Cloud API webhook.
Create Comment
Creates a new comment on a specific record within an airtable base and table.
Interactive Reply Received
Triggered when a customer taps a quick-reply button or selects an option from an interactive list message you sent.
Create Field
Creates a new field within a specified table in an airtable base.
Message Template Status Update
Triggered when the review status of a WhatsApp message template changes — for example approved, rejected, or flagged — on your WhatsApp Business Account.
Create multiple records
Creates multiple new records in a specified airtable table.
Create a record
Creates a new record in a specified airtable table; field values must conform to the table's column types.
Create table
Creates a new table within a specified existing airtable base, allowing definition of its name, description, and field structure.
Delete Comment
Deletes an existing comment from a specified record in an airtable table.
Delete multiple records
Deletes up to 10 specified records from a table within an airtable base.
Connect any two apps with Notis in the middle.
Not just Whatsapp and Airtable. Any combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
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