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How Your Sales Team Can Benefit from a Jira WhatsApp Integration

Fun fact, business startups have increased by 13% during the pandemic. This opened a host of new opportunities for sales, which then created a need for a good rapport between businesses and consumers. With the right communication stream in place, customers can reach out to businesses with ease, making them feel more confident with their purchases. This only improved when it became so easy to integrate these communication streams with project management tools, such as Jira!

Jira WhatsApp Integration.png

What's even better is that this integration can do more than serve as a customer support service desk. This integration can allow people to use messaging apps, such as WhatsApp, to make their purchases. How can they do that? Well, that's what we're here to explain. 

Why you should use a Jira and WhatsApp integration?

According to research, 66% of consumers feel more confident in a brand if they can contact it through a messaging app. And with WhatsApp leading the market with 2.4 billion users on a global level? It's ahead of many other ITSM tools that you should be using for customer support, and even sales!

We all know that integrating WhatsApp with Jira can help a lot with customer support as, your team will be able to:

  • Answer questions and solve problems by communicating to clients through WhatsApp
  • Avoid the hassle of a complicated email process or being on hold through phone calls
  • Help more customers, as WhatsApp is a widely used app worldwide
  • Receive messages and respond to them in real-time

What a lot of people don't seem to realize, though, is that the same integration can actually be used to generate sales too. ITSM systems, like Jira, are valuable tools, as they can help streamline business processes and improve service productivity. Which makes them ideal for various teams within the company. This is where the sales team comes in. 

How can online businesses use WhatsApp to sell items through Jira?

Let's try to visualize how that process would go. Say you own a farm and decided to start a business that sells organic produce online. You're aware your clientele prefers to use WhatsApp for day-to-day communication, and your team are all comfortable with Jira for project management, customer support, marketing, and sales. 

You decide to list all down all your products on your website. Then you include either an integrated WhatsApp chatbot or a link to your WhatsApp channel on the site for them to make their purchases.

When a consumer finds what they want to buy, they will then go to WhatsApp and place their order.

The WhatsApp message will automatically open a Jira ticket for your business, and will be assigned to the sales team.

The team will follow up, to complete the purchase and then reach out to whoever is responsible for shipping, opening a new ticket for them.

Once the order is placed, they will send a message back to the customer letting them know their order was placed, and the initial ticket will then be closed. 

Each team member will be responsible for their role in the process through Jira issues, until the product is finally out for delivery. 

And that's how the workflow would go. The entirety of the agent interaction will take place through Jira, where the team members will collaborate to get their tasks done as efficiently as possible.  Team managers will also be able to monitor the progress of each task and colleague to ensure the team's performance is as it should be, meeting all the required KPIs through reports on the Jira dashboard. 

How do you integrate WhatsApp with Jira?

The first thing to do is to download the right Jira WhatsApp integration. Installing it is pretty simple! You can do it easily by downloading:  WhatsApp Connector for Jira.

Next thing to do is to install the app. That can be done with these simple steps:

  1. Click on 'Find new apps'
  2. Search for 'WhatsApp Connector for Jira'
  3. Click on it
  4. Go to 'Try it free'
  5. Choose 'Start free trial'
  6. Wait for it to be added
  7. Click on 'Manage app'
  8. And there you have it!

How to install WhatsApp Connector for Jira (Twilio) 

To be able to use it properly, you will need to create a Twilio account, then link it to WhatsApp Connector for Jira using the following steps:

  1. Go to project settings
  2.  Click on 'Link Twilio Account'
  3. Add your 'Twilio Phone Number'
  4. Add 'Twilio SID'
  5. Insert 'Twilio Token'
  6. Click 'Next'
  7. Choose 'Get IT help'
  8. Head to 'Resolved'
  9. Then 'Save'
  10. And now you're all set!

How to Configure Twilio Account with Jira 

Once you're done with that, you are now ready to receive WhatsApp messages from customers and start making sales straight to your Jira account!


Now that messaging apps such as WhatsApp driving open and click rates through the roof and showing 5 times more results than email and SMS message, it has become an essential ITSM tool to include in your omnichannel support. By integrating WhatsApp with Jira, your online business will not only be able to grow, you will be able to save on costs of hiring a large customer support team to deal with inquiries on various platforms. Instead, everything will be efficient and can be easily manageable through Jira and WhatsApp. With Jira WhatsApp integration, you’ll be able to create a positive experience for your customers in a simple way. Take advantage of the omnichannel support that this integration provides!



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