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How to build a support agent that works your ticket system with Wappy Kit

Wire your own ticketing tools into a WhatsApp agent so customers get fixes, not just an email form.

Credentials. The ticketing system API key and customer records will pass through a locally running agent, so use a scoped key and test with a sandbox account first.

Who it is forA support lead at a small business whose customers message on WhatsApp and whose tickets live in a separate system.

The problemSupport requests on WhatsApp get collected into email and then stall, because the agent cannot act in the ticketing system.

The outcomeA WhatsApp agent that uses your own ticketing integration to look up and resolve requests.

What you need first

  • Node.js 22 or newer
  • A WhatsApp Cloud API app from Meta's developer portal with a phone number, access token, and app secret
  • A model API key from OpenAI, Anthropic, or Gemini, or a local Ollama install
  • A Google account, only if you use the Gmail/Calendar assistant

Steps

  1. Run npm create @wappy_ai/agent and answer the setup questions.
  2. Run cp .env.sample .env and add your model key and WhatsApp credentials, plus any credentials your ticketing system needs.
  3. Run npm install.
  4. Add a tool in the generated project that calls your ticketing system's API, since the business logic is yours to write. (inferred, check the README)
  5. Run npm run dev, send a test support request from WhatsApp, and check that a ticket changes in your system.

Prompt for your agent

In the csr1010/wappy-kit repo, scaffold a project with `npm create @wappy_ai/agent` into ./<project-dir>, then add one tool that calls a ticketing API at <ticketing-api-url>. Expected output: a tool that returns a ticket status to the agent. Verify that the test call uses a sandbox ticket account and not production data.

Caveat. None of the business agents ship pre-built, so you write the ticketing integration yourself.

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