InBox WhatsappNotification

Versão 6.3.6

Creation date 2020-07-06


The module allows the sending of notification by Whatsapp.



The following OTRS framework versions are supported:

  • [6.x.x]


The following modules are required:

  • InBox Core 6.22.7 or superior

Operational system

The following operating systems are required:

  • [URI::Encode]

Third Party Software

The following third party software is required:

  • [nome]


bin/ Admin::Package::Install /path/to/InBox\ WhatsappNotification-6.3.6.opm



Configure possible methods of sending messages.


By default the method via WINZIP is already configured, being only necessary to inform the Token of the service so that notifications are sent:



Another method can be configured, below the required definitions:


EndPoint => ''

Authorization => '******'

ServiceID => '******'

DontOpenTicket => 1



By default the method via Z-API is already configured, just inform the Endpoint, the Instance and the Token for notifications to be sent:

Configuration to add value in dynamic field

- FQDN required to be configured.


Dynamic fields and their possible fields, each possible field should be enabled or not article creation.

Possible settings:

0 = Disabled, 1 = Available.


enter image description here


Defines whether the response from WhatsappNotification will be visible to the client.

Possible configurations:

Key: Dynamic field name

Value: 0 = Disabled, 1 = Enabled.


Texts displayed on the registration screen according to each dynamic field.


First Key: Dynamic field name

Second Key:

  • Value1: Text displayed when registering the vote.

  • Value1: Text displayed if the option is configured to receive text as a justification.


enter image description here


Sets the screen title and the color of the card displayed when you click the link. enter image description here


Default text of the article that will be created by the module.

You can insert the TAG's related to Ticket or Customer in the text definition so that when answering the article it is replicated.


Default subject of the article that will be created by the module.

You can enter the TAG's related to Ticket or Customer in the subject definition so that when answering the article it is inserted in the desired location.


In this configuration, the subject and the body of the article that is created can be defined:

enter image description here

The configuration must follow this structure:

'Dynamic whatsappnotification field name' -> {

'Subject' => 'Subject of the article to be created',

'Body' => 'Body of the article to be created'



This configuration must be defined either the dynamic field that will be saved the number from which you respond the WhatsappNotification.

A key must be defined or the dynamic WhatsappNotification field that will be mapped, and no value or not the dynamic field that will be saved or the number from which you respond:

enter image description here


Creating Notification

When creating the notification, the fields below can be defined:


It is necessary to activate the notification method in the image selection box above and also inform which service will be used, by default Winzap will be selected.

In the field of telephone numbers, additional numbers can be defined to which the notification will be sent, in this field additional numbers separated by commas can be informed.

By default it gets the telephone number of the attendant or customer and the recommended format for registering the number as in the example below:


The message to be sent can be defined in the notification body, being possible to use the standard notifications TAGs.

It is also possible to send notification to groups, informing in the field 'Send to groups', the group ID to which the notification should be sent. More than one group can be informed, separated by a comma.

The steps above must also be configured. The difference is in the notification body.

After the module is installed, the following link will be enabled to add in the notification body:;PublicKey=626170ae5b06ff2dd282c552f5405463

The link can be defined as follows in the notification:;PublicKey=<OTRS_WHATSAPPNOTIFICATION_FieldName_FieldValue>

To create the keys, the link with the following key must be defined:

It is composed of 3 parts, the initial with a fixed argument:

And receives 2 more arguments:

FiledName => Dynamic field name that of the WhatsappNotification

FieldValue => Dynamic field value to be defined on this link



The module only supports dynamic dropdown fields.

Example of link in whatsapp message:

enter image description here