Open a new ticket for web whatsapp

Overview

Create a new support ticket for a WhatsApp Web (QR) contact. This endpoint initializes a conversation in a specific pipeline stage, optionally sends an initial message, and allows you to set custom metadata for both the contact and ticket. This is ideal for programmatically creating tickets when a customer takes a specific action on your platform (e.g., form submission, purchase, support request).

Use Cases

Form-triggered Tickets: Create a ticket when a user submits a contact form
E-commerce Integration: Open tickets for new orders or delivery issues
Onboarding Workflows: Start onboarding tickets for new customers
Support Escalation: Programmatically create tickets from other systems
Event-based Tickets: Create tickets based on user behavior or triggers
CRM Synchronization: Sync customer issues from external CRM to Vambe

Authentication

This endpoint requires authentication using an API key. Include your API key in the request header:

x-api-key: your_api_key_here

Path Parameters

Parameter	Type	Required	Description
`phoneId`	string	Yes	Your WhatsApp Web phone identifier (connected via QR code)

Request Body

Field	Type	Required	Description
`to_phone_number`	string	Yes	Contact’s WhatsApp phone number (with country code)
`stage_id`	string	Yes	UUID of the pipeline stage where the ticket should start
`contact_name`	string	No	Full name of the contact
`email`	string	No	Contact’s email address (must be valid email format)
`contact_metadata`	object	No	Custom key-value pairs for contact-level data
`ticket_metadata`	object	No	Custom key-value pairs for ticket-level data
`integration_data`	object	No	Integration-specific data (e.g., external system IDs)
`message`	object	No	Optional initial message to send when creating the ticket

Message Object

When providing an initial message, use this structure:

Field	Type	Required	Description
`content`	string	No	Text content of the message to send
`templateId`	string	No	ID of a template to use (if using smart templates)
`ai_generated`	boolean	Yes	Whether the message is AI-generated (true) or manual

Response Structure

The endpoint returns a success response with the created contact information:

Field	Type	Description
`aiContactId`	string (UUID)	Unique identifier of the created or existing contact
`status`	string	Status of the operation (always “ok”)

Example Request

curl --request POST \
  'https://api.vambe.ai/api/public/ticket/open/web-whatsapp/your_phone_id' \
  --header 'Content-Type: application/json' \
  --header 'x-api-key: your_api_key_here' \
  --data-raw '{
    "to_phone_number": "+56912345678",
    "stage_id": "550e8400-e29b-41d4-a716-446655440000",
    "contact_name": "Maria Rodriguez",
    "email": "[email protected]",
    "contact_metadata": {
      "company": "Acme Corp",
      "plan": "Premium",
      "source": "website_form"
    },
    "ticket_metadata": {
      "issue_type": "billing",
      "priority": "high",
      "order_id": "ORD-12345"
    },
    "message": {
      "content": "Hola Maria! Hemos recibido tu consulta sobre facturación. ¿En qué podemos ayudarte?",
      "ai_generated": false
    }
  }'

Example Response

{
  "aiContactId": "df980fc8-b6db-4820-bf22-2969482d106d",
  "status": "ok"
}

Common Use Cases

1. Create Ticket from Contact Form

const createTicketFromForm = async (formData) => {
  const response = await fetch(
    'https://api.vambe.ai/api/public/ticket/open/web-whatsapp/your_phone_id',
    {
      method: 'POST',
      headers: {
        'Content-Type': 'application/json',
        'x-api-key': 'your_api_key_here',
      },
      body: JSON.stringify({
        to_phone_number: formData.phone,
        stage_id: 'your_initial_stage_id',
        contact_name: formData.name,
        email: formData.email,
        contact_metadata: {
          form_source: 'contact_page',
          submission_date: new Date().toISOString(),
        },
        ticket_metadata: {
          subject: formData.subject,
          message: formData.message,
        },
        message: {
          content: `Hola ${formData.name}! Hemos recibido tu mensaje y te responderemos pronto.`,
          ai_generated: false,
        },
      }),
    },
  );

  const result = await response.json();
  console.log('Ticket created for contact:', result.aiContactId);
  return result;
};

2. E-commerce Order Ticket

const createOrderTicket = async (order) => {
  const response = await fetch(
    'https://api.vambe.ai/api/public/ticket/open/web-whatsapp/your_phone_id',
    {
      method: 'POST',
      headers: {
        'Content-Type': 'application/json',
        'x-api-key': 'your_api_key_here',
      },
      body: JSON.stringify({
        to_phone_number: order.customerPhone,
        stage_id: 'your_orders_stage_id',
        contact_name: order.customerName,
        email: order.customerEmail,
        contact_metadata: {
          customer_since: order.accountCreatedDate,
          lifetime_value: order.lifetimeValue.toString(),
        },
        ticket_metadata: {
          order_id: order.id,
          order_total: order.total.toString(),
          items: order.items.length.toString(),
          payment_method: order.paymentMethod,
        },
        integration_data: {
          shopify_order_id: order.shopifyId,
          tracking_number: order.trackingNumber,
        },
        message: {
          content: `¡Hola ${order.customerName}! Tu pedido #${order.id} ha sido confirmado y será enviado pronto. Total: $${order.total}`,
          ai_generated: false,
        },
      }),
    },
  );

  return await response.json();
};

3. Support Escalation

const escalateToSupport = async (customerId, issue) => {
  const response = await fetch(
    'https://api.vambe.ai/api/public/ticket/open/web-whatsapp/your_phone_id',
    {
      method: 'POST',
      headers: {
        'Content-Type': 'application/json',
        'x-api-key': 'your_api_key_here',
      },
      body: JSON.stringify({
        to_phone_number: customerId.phone,
        stage_id: 'your_support_stage_id',
        contact_name: customerId.name,
        email: customerId.email,
        ticket_metadata: {
          escalation_reason: issue.reason,
          priority: 'urgent',
          original_system: issue.source,
          escalated_at: new Date().toISOString(),
        },
        message: {
          content: `Hola ${customerId.name}, hemos escalado tu caso a soporte técnico. Un agente te contactará pronto.`,
          ai_generated: false,
        },
      }),
    },
  );

  return await response.json();
};

4. Create Ticket Without Initial Message

// Let the AI assistant handle the first message based on pipeline configuration
const createSilentTicket = async (phone, stageId) => {
  const response = await fetch(
    'https://api.vambe.ai/api/public/ticket/open/web-whatsapp/your_phone_id',
    {
      method: 'POST',
      headers: {
        'Content-Type': 'application/json',
        'x-api-key': 'your_api_key_here',
      },
      body: JSON.stringify({
        to_phone_number: phone,
        stage_id: stageId,
        // No message object - AI will handle first contact
      }),
    },
  );

  return await response.json();
};

5. Using Smart Templates

const createTicketWithTemplate = async (contact, templateId) => {
  const response = await fetch(
    'https://api.vambe.ai/api/public/ticket/open/web-whatsapp/your_phone_id',
    {
      method: 'POST',
      headers: {
        'Content-Type': 'application/json',
        'x-api-key': 'your_api_key_here',
      },
      body: JSON.stringify({
        to_phone_number: contact.phone,
        stage_id: 'your_stage_id',
        contact_name: contact.name,
        message: {
          templateId: templateId,
          content: contact.name, // Template variable
          ai_generated: false,
        },
      }),
    },
  );

  return await response.json();
};

Phone Number Format

The to_phone_number field accepts phone numbers in various formats:

With country code: "+56912345678" (recommended)
String format: "56912345678"
Number format: 56912345678

The system automatically strips non-numeric characters and validates the number.

Metadata Best Practices

Contact Metadata

Store information about the person:

Company name
Industry
Customer tier/plan
Account creation date
Language preference
Time zone

Ticket Metadata

Store information about this specific ticket:

Issue type/category
Priority level
Related order/transaction IDs
Urgency
Source (web, mobile, API, etc.)
Custom fields specific to your workflow

Error Responses

Status Code	Description
400	Bad Request - Invalid phone number or stage ID
401	Unauthorized - Invalid or missing API key
404	Not Found - Phone ID or stage ID doesn’t exist
500	Internal Server Error - Something went wrong

Important Notes

Phone ID Requirement: The phoneId in the path must be a WhatsApp Web connection that you’ve set up via QR code
Stage ID: Make sure the stage_id exists in your pipelines - use the GET /api/public/pipeline endpoint to get valid stage IDs
Duplicate Contacts: If a contact with the same phone number already exists, the ticket will be created for that existing contact
Metadata Flexibility: Both contact_metadata and ticket_metadata accept any key-value pairs as objects
AI Processing: When you don’t provide a message, the AI assistant will automatically engage based on your pipeline configuration
Message vs Template: You can provide either plain content or use a templateId with variables

What Happens After Creation

Contact Creation/Update: The system finds or creates a contact with the provided phone number
Metadata Processing: Contact and ticket metadata are processed and stored
Stage Assignment: The ticket is placed in the specified pipeline stage
Message Sending (if provided):
- If message.content is provided without templateId: Sends a plain text message
- If message.templateId is provided: Sends a smart template with variables
- If no message: AI assistant takes over based on pipeline configuration
Contact ID Return: You receive the aiContactId to track this contact for future operations

GET /api/public/pipeline - Get available pipeline stages
GET /api/public/contact//info - Get ticket and contact info
POST /api/public/contact//update-metadata - Update contact metadata later
POST /api/public/ticket/close/contact/ - Close an active ticket

Headers

x-api-key

string

required

API key needed to authorize the request

Path Parameters

phoneId

string

required

Body

application/json

to_phone_number

required

Required range: x >= 1

contact_metadata

object

required

Show child attributes

ticket_metadata

object

required

Show child attributes

integration_data

object

required

Show child attributes

message

object

required

Show child attributes

stage_id

string

required

contact_name

string

string<email>

Response

200

Ticket created successfully

Channels Management

Pipeline & Stages

Templates & Campaigns

WhatsApp Messages

WhatsApp QR Messages

Deprecated

Open a new ticket for web whatsapp

Overview

Use Cases

Authentication

Path Parameters

Request Body

Message Object

Response Structure

Example Request

Example Response

Common Use Cases

1. Create Ticket from Contact Form

2. E-commerce Order Ticket

3. Support Escalation

4. Create Ticket Without Initial Message

5. Using Smart Templates

Phone Number Format

Metadata Best Practices

Contact Metadata

Ticket Metadata

Error Responses

Important Notes

What Happens After Creation

Headers

Path Parameters

Body

Response

Channels Management

Pipeline & Stages

Templates & Campaigns

WhatsApp Messages

WhatsApp QR Messages

Deprecated

​Overview

​Use Cases

​Authentication

​Path Parameters

​Request Body

​Message Object

​Response Structure

​Example Request

​Example Response

​Common Use Cases

​1. Create Ticket from Contact Form

​2. E-commerce Order Ticket

​3. Support Escalation

​4. Create Ticket Without Initial Message

​5. Using Smart Templates

​Phone Number Format

​Metadata Best Practices

​Contact Metadata

​Ticket Metadata

​Error Responses

​Important Notes

​What Happens After Creation

​Related Endpoints

Headers

Path Parameters

Body

Response

Overview

Use Cases

Authentication

Path Parameters

Request Body

Message Object

Response Structure

Example Request

Example Response

Common Use Cases

1. Create Ticket from Contact Form

2. E-commerce Order Ticket

3. Support Escalation

4. Create Ticket Without Initial Message

5. Using Smart Templates

Phone Number Format

Metadata Best Practices

Contact Metadata

Ticket Metadata

Error Responses

Important Notes

What Happens After Creation

Related Endpoints