Automation · Customer service and scheduling
Turn the requests that come in on WhatsApp into Trello cards and answer how they are going
An AI agent creates a Trello card for each WhatsApp request, with its checklist, and tells the customer which list it is in.
How do I make every WhatsApp request become a card on my team's Trello board?
When a customer asks for a job on WhatsApp, for example a repair, a design or an order, the Met searches Trello to see whether they already have a card so it does not duplicate it, finds the intake list on the team's board and creates the card with the request, their name and their phone number. If the job has steps, it adds a checklist. Days later, when the customer asks how it is going, the Met finds the card, checks which list it is in and reads the team's latest comment to reply. Your team works in Trello as usual; the Met is the bridge with WhatsApp.
What starts it
When the customer writes
It starts when a customer writes on WhatsApp to ask for a job or about one they already asked for. 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 requests in Trello
Customer service team
This is not a named, seeded Met. It is the Met that already answers the business's WhatsApp, with Trello connected: its work ends when the request is on a card, or when it tells the customer how it is going with what the card says.
Run by the customer support Met
Channels: WhatsApp
What you need connected
- Trello Automate and collaborate
5 steps · 5 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
Check whether the customer already has a card
The Met searches Trello for the customer's name or phone number. If there is already an open card for the same request, it uses it instead of creating another one.
- 2
Find the intake list
The Met reads the board your team named and finds the intake list, for example "New requests". If the list does not exist, it warns you instead of leaving the card in another one.
- 3
Create the request card
The Met creates the card in the intake list with a short title, the customer's request, their name and phone number in the description, and the label your team uses for WhatsApp.
- 4
Add the job checklist
If the request has steps, such as measure, quote and deliver, the Met adds a checklist to the card with the items agreed in the conversation.
- 5
Answer how it is going
When the customer asks about their request, the Met finds the card, reads which list it is in and the team's latest comment, and replies with that. If there is no news, it says so.
Before you start
What you need ready
The Met solves none of these for you. If one is missing, the automation stops there.
-
A Trello board with an intake list
Your team has a board with a list where new requests come in and lists for each stage. The list names are what the Met tells the customer.
-
Trello connected with writing turned on
In Met, open Connections → Trello → Connect, choose the board's workspace and approve the permissions. The admin leaves card and checklist writing on.
-
A WhatsApp line with the Met assigned
The business connects its WhatsApp Business API line and assigns the Met that serves customers. The request is logged inside that conversation.
The limits
What this automation does NOT solve
Better said here than discovered halfway through the rollout.
-
It does not move the card for the team. Moving the request to the next stage is done by your team in Trello; the Met only says which list it is in.
-
It does not ask for confirmation in the chat before creating the card: if the action is on, it creates it. The admin decides which writes stay on.
-
It does not make up progress. If nobody commented on or moved the card, the Met tells the customer there is no news.
-
It does not delete cards. Trello MCP does not allow deleting; a cancelled request is archived in Trello.
FAQ
Questions about this automation
No. The customer only talks to the Met on WhatsApp; the board remains your team's.
Yes, and it is the simplest way: if your lists are called "Received", "In progress" and "Ready for delivery", that is what the Met tells the customer.
Searching by phone will not find it. The Met can search by name or by what they asked for; if in doubt, it asks the customer.
Keep going
Other automations built on the same tools
Customer service and scheduling
Open a Linear issue from a customer report on WhatsApp and tell them how it is going
How do I make customer reports on WhatsApp arrive in Linear as issues?
Customer service
- Starts:
- when the customer writes
- Steps:
- 5, with 6 real tools
- Needs:
- Linear
Customer service and scheduling
Open a Freshdesk ticket from WhatsApp and tell where it stands
How do I turn a complaint that arrives on WhatsApp into a Freshdesk ticket without copying it by hand?
Customer service
- Starts:
- when the customer writes
- Steps:
- 5, with 10 real tools
- Needs:
- Freshdesk
Customer service and scheduling
Open a Gorgias ticket from WhatsApp and escalate it to the team that solves it
How do I move a complaint that arrives on WhatsApp into Gorgias without copying it by hand or losing what the customer said?
Customer service
- Starts:
- when the customer writes
- Steps:
- 5, with 7 real tools
- Needs:
- Gorgias
Customer service and scheduling
Open a Jira issue from a report that comes in on WhatsApp and answer how it is going
How do I make customer reports on WhatsApp arrive in Jira as issues?
Customer service
- Starts:
- when the customer writes
- Steps:
- 5, with 6 real tools
- Needs:
- Jira y Confluence
Want this automation running on your own data?
We will show it to you with your accounts connected, not with a canned demo.