> For the complete documentation index, see [llms.txt](https://docs.plenit.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.plenit.com/docs-en/support/whatsapp.md).

# WhatsApp

With WhatsApp support functionality, your team creates tickets, comments on them, attaches multimedia items, and tracks their queries from mobile. 

This guide explains how to enable the channel and how it is used day to day.

> #### 📘 **What will you achieve?**
>
>  Enable WhatsApp as a support channel for authorized technicians, connected with our Partner Success team and with the ticketing system in the dashboard.

### Before you begin

For security and to maintain a clear chain of custody of the data, access to this channel is regulated:

* **Administrator profile** — only the subscription administrator can authorize phone numbers.
* **Identified numbers** — have the technicians' or managers' mobile numbers ready, and make sure they have a WhatsApp account associated with those numbers.

### Authorize a contact for WhatsApp

Before a technician can use the channel, their number must be authorized in the dashboard. This way only authorized staff can create or modify tickets.

1. Log in to your account.
2. In the main menu, go to **Organization**.
3. In the side menu, open the tab **Contacts**.
4. Within Contacts, go to the submenu **Operations**.
5. Find the contact, click the actions menu (the three dots) on the right and select **Edit**.
6. Check the authorization box for the use of **WhatsApp** and save the changes. The number is enabled to operate with the ticketing system.

![Operations contact list](/files/bab8800659fb01f8052d04e397828d91a6e9f794)

![WhatsApp authorization box on the contact](/files/a8c543eb9e37b39e107e052e10f841a45efcd01c)

> #### 📘 **Relationship with Contacts** 
>
> The authorization lives in the operations contact record. 
>
> You have the details of that screen in [How to manage an organization's contacts.](/docs-en/platform/organizations/how-to/how-to-manage-organization-contacts.md)

### How it is used day to day

Once the number is authorized, the interaction is immediate and does not require extra settings on the mobile:

* **Start the conversation** — write a message to the Partner Success number: **(+34) 931 550 213**. The system automatically recognizes your identity.
* **Create tickets** — briefly describe the problem. The system gives you a reference number for tracking.
* **Send evidence** — attach screenshots or photos of console errors directly from WhatsApp. They are automatically added to the ticket and speed up diagnosis.
* **Manage comments** — you receive notifications when there are updates to your cases and reply from the chat itself.
* **Close and rate** — when the incident is resolved, you confirm the closure and rate the quality of the service.

> #### 👍 **The advantage** 
>
> The partner eliminates the need to manage multiple logins for routine support tasks. 
>
> Less administrative burden and faster response to unforeseen issues, especially when the volume of incidents grows.

### Next steps

* Work on your tickets from the dashboard in[ How to create and manage your support tickets.](/docs-en/support/tickets.md)


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