OpenText Core Case - WhatsApp Integration and Automation

Common Integration Use Cases Between OpenText Core Case and WhatsApp

1. Customer Case Intake via WhatsApp

Data flow: WhatsApp to OpenText Core Case

Customers can initiate a service request, complaint, or claim through WhatsApp instead of calling a contact center. Incoming messages, images, voice notes, and documents are captured and automatically create a new case in OpenText Core Case with the relevant metadata, customer details, and conversation history.

• Reduces call center load and improves accessibility for customers
• Speeds up case creation and eliminates manual rekeying
• Provides a complete audit trail from the first customer message

2. Automated Case Status Updates to Customers

Data flow: OpenText Core Case to WhatsApp

When a case changes status in OpenText Core Case, automated WhatsApp notifications can be sent to keep customers informed about milestones such as case received, under review, additional information required, approved, or closed. This is especially useful for claims, service tickets, and compliance investigations.

• Improves customer transparency and reduces inbound status inquiries
• Supports proactive communication across the case lifecycle
• Helps teams meet service level expectations more consistently

3. Requesting Missing Information from Customers

Data flow: OpenText Core Case to WhatsApp, then WhatsApp to OpenText Core Case

Case workers can trigger a WhatsApp message when additional documents or clarifications are needed. Customers can respond with photos, PDFs, or text, and the response is automatically attached to the correct case in OpenText Core Case for review and processing.

• Shortens resolution time by reducing back-and-forth email exchanges
• Makes it easier for customers to submit evidence from a mobile device
• Ensures all supporting information is stored centrally with the case

4. Field Service or Claims Evidence Collection

Data flow: WhatsApp to OpenText Core Case

For field-based processes such as insurance claims, property inspections, or service verification, customers or field agents can send photos, videos, location details, and notes through WhatsApp. OpenText Core Case stores and organizes this evidence as part of the case record for adjusters, investigators, or approvers.

• Accelerates evidence collection from remote or mobile users
• Improves case quality with richer supporting documentation
• Supports faster assessment and decision-making

5. Escalation of High Priority Cases to WhatsApp

Data flow: OpenText Core Case to WhatsApp

When a case meets escalation criteria such as overdue SLA, high-value claim, or compliance risk, OpenText Core Case can trigger a WhatsApp alert to the assigned agent, supervisor, or customer. This enables faster intervention and more responsive handling of urgent matters.

• Helps teams act quickly on time-sensitive cases
• Improves SLA adherence and exception management
• Supports operational visibility for supervisors and managers

6. Two-Way Communication for Case Collaboration

Data flow: Bi-directional

Case handlers can use WhatsApp as a communication channel while maintaining the case as the system of record in OpenText Core Case. Messages sent by agents and replies from customers are synchronized into the case timeline, allowing teams to collaborate without losing context or relying on personal devices.

• Keeps all customer interactions linked to the case history
• Supports distributed teams working across departments or regions
• Reduces the risk of fragmented communication and missed updates

7. Compliance and Audit Communication Capture

Data flow: WhatsApp to OpenText Core Case

In regulated processes, WhatsApp conversations related to complaints, investigations, or approvals can be archived into OpenText Core Case to preserve evidence and support audit requirements. This includes message content, timestamps, attachments, and case associations for review and retention.

• Strengthens compliance and recordkeeping practices
• Provides a defensible audit trail for regulated workflows
• Helps organizations manage communication retention centrally

8. Internal Case Assignment and Team Notifications

Data flow: OpenText Core Case to WhatsApp

OpenText Core Case can notify internal teams through WhatsApp when a case is assigned, reassigned, or requires action. This is useful for operations teams, approvers, legal reviewers, and field coordinators who need fast mobile alerts without relying only on email.

• Improves responsiveness for time-critical internal tasks
• Supports mobile-first teams and after-hours escalation
• Reduces delays caused by missed email notifications