Automation · Customer service and scheduling
Open a service request in monday.com from WhatsApp
An AI agent turns a request that arrives on WhatsApp into a monday.com item, alerts the owner and tells the customer how it is going.
How do I move the service requests I get on WhatsApp into monday.com?
A Met connected to monday.com finds the requests board, reads its columns and groups and checks whether the person already has an open request so it does not duplicate it. If not, it creates the item with the name, phone number and details in the columns your team already uses, posts an update with a summary of the conversation and sends a notification to the owner. When the customer writes again, the Met reads the item's status and the team's latest update and tells them how their case is going, without anyone checking it for them.
What starts it
When the customer writes
It starts when a customer writes on WhatsApp to ask for a visit, an installation or a repair, or to ask about a request they already made. There is no trigger to configure: the Met assigned to the line runs the procedure inside 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 with a monday.com board
Customer service team
This is not a named, seeded Met. It is the Met that already answers the service WhatsApp, with monday.com connected. Its work ends when the request is an item on the board with its owner alerted, and the customer knows how it is going.
Run by the customer support Met
Channels: WhatsApp
What you need connected
- monday.com Automate and collaborate
5 steps · 8 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 requests board
The Met searches monday.com for the board your team named in the skill and reads its structure: columns, groups and owners. That tells it which column holds the phone number, which one the service type and which group new requests go into.
- 2
Check whether a request is already open
Before creating anything, the Met goes through the board's items filtering by the person's phone number or name. If a request is already open, it works on that one instead of opening a duplicate the team would have to close by hand.
- 3
Create the item with the customer's details
If none exists, the Met creates the item in the intake group, with the person's name, phone number, address and service type in the columns the board already has. It does not make up columns: it only writes to the ones it read in the first step.
- 4
Leave the context and alert the owner
The Met posts an update on the item with a summary of what the customer said and looks up the owner to send them a monday.com notification. The alert reaches the monday.com bell, and email too if you set it up that way.
- 5
Say how it is going when the customer asks
When the person writes again, the Met finds their item, reads the status column and the scheduled date, and fetches the team's latest update. It answers in plain words, without pasting internal notes that are not meant for them.
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 requests board in monday.com
Your team has a board with an intake group and columns for phone number, service type, address and status. The Met works with the columns that exist, so they should be clear before connecting it.
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monday.com connected with writes on
In Met, open Connections → monday.com → Connect and authorize with a user who can edit that board. The admin leaves item creation, updates and notifications switched 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 answers customers. The request is taken inside that conversation; monday.com remains the team's board.
The limits
What this automation does NOT solve
Better said here than discovered halfway through the rollout.
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It does not book the visit on a calendar or assign a technician by availability: it leaves the item with the owner the board or the skill names.
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It does not message the customer on WhatsApp when the team changes the status: there is no monday.com trigger in this procedure. The customer finds out when they write again and the Met checks.
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It does not ask for confirmation in the chat before creating the item or the notification: if the action is on, it runs. The admin decides which writes stay on.
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It does not charge or quote the service. Price and payment still follow your team's process or another integration.
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It does not see boards the connected user cannot access, even if they are in the same monday.com workspace.
FAQ
Questions about this automation
The procedure first checks for an open one with the same phone number or name. If your board does not keep the phone number in a column, that check is weaker and the column is worth adding.
No. The Met alerts them inside monday.com, with the bell notification and email if you set it up. WhatsApp stays for the conversation with the customer.
Only what the Met tells them: the status, the date and what the team's latest update says. They do not see the board, other requests or the internal columns.
Yes, if the board has a column or a group per type. The Met chooses based on what the customer wrote and what the skill says about each type.
Keep going
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We will show it to you with your accounts connected, not with a canned demo.