Automation · Customer service and scheduling
Open a Linear issue from a customer report on WhatsApp and tell them how it is going
An AI agent finds the team, avoids duplicates, opens the issue in Linear and tells the customer what status their case is in.
How do I make customer reports on WhatsApp arrive in Linear as issues?
When a customer reports on WhatsApp that something is failing, the Met finds the Linear team that handles those cases and checks its issues so the problem is not duplicated. If there is one, it leaves a comment with the new report; if not, it creates an issue with what the customer said and confirms it was logged, with the case reference. Days later, when the customer asks how it is going, the Met gets the issue, reads its status among the team's statuses and answers without making up progress. The admin decides in Connections whether the create and comment actions stay on.
What starts it
When the customer writes
It starts when a customer writes on WhatsApp to report a problem or ask about a case they already reported. There is no trigger to configure: the Met assigned to the line handles it in that conversation.
Nothing to set up. The Met assigned to that channel picks up the conversation and runs the procedure inside it.
Who runs it
Support Met that logs cases in Linear
Customer service team
This is not a named, seeded Met. It is the Met that already answers the business's WhatsApp, with Linear connected: its work ends when the customer has their case reference, or when it tells them what status the case is in.
Run by the customer support Met
Channels: WhatsApp
What you need connected
- Linear Automate and collaborate
5 steps · 6 tools
The procedure, step by step
Each step shows the tool that runs. They belong to the real connector: if one of them stopped existing, this page would not build.
- 1
Find the team that handles reports
The Met lists the teams in the Linear workspace and takes the one its instructions name, for example Support. That way the issue is born where your team already works.
- 2
Check whether the problem is already logged
The Met lists the issues and checks whether one already describes what the customer says. If it finds one, it leaves a comment with the new report instead of opening a duplicate.
- 3
Create the issue
If there is no similar one, the Met creates the issue in the team with a clear title and the customer's description, and confirms on WhatsApp that the case was logged.
- 4
Answer how the case is going
When the customer asks about their case, the Met gets the issue and compares its status with the team's list of statuses, to tell them in plain words whether it is pending, in progress or solved.
- 5
Add the follow-up to the issue
If the customer adds new information, such as a described screenshot or the exact step where it fails, the Met adds it as a comment on the issue so the team sees it in Linear.
Before you start
What you need ready
The Met solves none of these for you. If one is missing, the automation stops there.
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A Linear team for reports
Your company has a Linear team, for example Support, where customer reports come in. Name it in the Met's instructions so it always uses the same one.
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Linear connected in Met
In Met, open Connections → Linear → Connect and sign in with an account that sees that team. The admin leaves the create issue and comment actions on.
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A WhatsApp line with the Met assigned
The business connects its WhatsApp Business API line and assigns the Met that serves customers. The case is logged inside that conversation.
The limits
What this automation does NOT solve
Better said here than discovered halfway through the rollout.
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It does not fix the technical problem. It opens and follows the case; solving it is the team's work in Linear.
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It does not ask for confirmation in the chat before creating the issue or the comment: if the actions are on, it runs them. The admin decides in Connections which ones stay on.
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It does not close or delete issues. This procedure does not change the case status, and the Linear server has no tools to delete or archive.
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It does not make up progress. If nobody moved or commented on the issue, the Met tells the customer there is no news yet.
FAQ
Questions about this automation
No. The customer only talks to the Met on WhatsApp; the issue is created by the account that connected Linear in Met.
With the reference it gave when creating the issue. If the customer lost it, the Met lists the team's issues and confirms with the customer which one is theirs.
Yes. The admin turns off the create issue action in Connections; the Met keeps reading and commenting, and someone on the team creates the issue by hand.
Keep going
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Want this automation running on your own data?
We will show it to you with your accounts connected, not with a canned demo.