Automation · Operations and reporting

Check in Sentry the error a customer reports on WhatsApp and assign it to the team

An AI agent searches Sentry for the error a customer reports on WhatsApp, checks the details, assigns it to the team and answers.

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How do I make a failure report on WhatsApp reach my team in Sentry, already assigned?

When a customer writes on WhatsApp that the app, the store or the site is failing, the Met finds that app's organization and project in Sentry and searches for unresolved issues from the last hours that match what they say. It opens the matching issue to see what fails, since when and how many users it affects, and assigns it to the team its instructions name, if the admin turned that action on, since it starts turned off. It tells the customer the team is already reviewing the problem, without technical details, and leaves a note on their contact with the issue ID to follow up on the case.

What starts it

When the customer writes

It starts when a customer writes on WhatsApp that something in the app, the store or the site is failing. 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 reports failures to the technical team

Customer service team

This is not a named, seeded Met. It is the Met that already answers the business's WhatsApp, with Sentry connected: its work ends when the error is assigned to the team and the customer knows someone is reviewing it.

Run by the customer support Met

Channels: WhatsApp

What you need connected

Sentry Research and analyze
Meteor CRM Sell and serve

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 organization and project

The Met finds the connected account's Sentry organizations and, inside yours, the project of the app or site the customer talks about, following its instructions.
- find_organizations Sentry
- find_projects Sentry
2
Search for the recent error

The Met searches that project for unresolved issues seen in the last hours that match what the customer describes, for example an error when paying.
- search_issues Sentry
3
Open the issue details

The Met opens the matching issue to see what fails, since when and how many users it affects. If it finds none, it tells the team instead of guessing the cause.
- get_sentry_resource Sentry
4
Assign it to the team

With the action to change issues turned on by the admin, since it starts turned off, the Met assigns the issue to the person or team its instructions name. If it stays off, the step is skipped and the contact note carries the ID so the team assigns it.
- update_issue Sentry
5
Answer and leave the note on the contact

The Met tells the customer the team is already reviewing the failure and leaves an internal note on their contact with the Sentry issue ID, to pick up the case when they write again.
- crm_add_note Meteor CRM

Before you start

What you need ready

The Met solves none of these for you. If one is missing, the automation stops there.

Sentry set up in your app or site

Your team already sends the errors of the app, store or site to a Sentry project. If Sentry does not receive the error, the Met has nowhere to find it.
Sentry connected in Met

In Met, open Connections → Sentry → Connect and sign in with an account that sees the project. Changing issues starts turned off; the admin turns it on so the Met can assign.
A WhatsApp line with the Met assigned

The business connects its WhatsApp Business API line and assigns the Met that serves customers. The report and the note stay in that conversation and in the Meteor CRM.

The limits

What this automation does NOT solve

Better said here than discovered halfway through the rollout.

It does not fix the failure. It finds and assigns it; fixing it is your technical team's work.
It cannot find an error Sentry did not record. If the search returns nothing, the Met alerts the team with what the customer said instead of making up a cause.
It does not ask for confirmation in the chat before assigning the issue: if the admin turned on the action, which starts turned off, it runs it.
It does not show the customer the stack trace or the technical data: it answers that the team is already reviewing the problem.

FAQ

Questions about this automation

The Met finds the same issue each time, because Sentry groups repeated events. It assigns it once and leaves the note on each customer's contact.

Yes, the Sentry page includes Seer's analysis, but this procedure does not use it. It works better when the technical team asks the Met for it, not in the conversation with the customer.

No. The customer only describes their problem on WhatsApp; the search, the details and the assignment happen with the Sentry account the admin connected.

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