The 4 Ticket Intake Methods

Loopwave can open tickets four different ways, from a deliberate agent action to a hands-off public form. Mix and match them to fit your support process.

1. Agent convert (from a chat)

An agent creates a ticket directly from a conversation. The customer’s name and phone are pulled from the chat, and the ticket is tagged chat. This is the manual, on-demand path — full walkthrough in Create from a chat.

2. Keyword auto-create

When enabled, Loopwave watches inbound messages and opens a ticket automatically if the message text contains one of your configured keywords.

• The ticket subject becomes WhatsApp: <first 80 characters of the message>.
• The ticket is tagged keyword, priority med, with the customer’s name and phone filled in from the chat.
• Messages your team sends and group chats are ignored.

3. Every new chat

When enabled, Loopwave opens a ticket the first time it ever sees an inbound message from a given conversation — useful when every new customer should become a tracked record.

• The subject is New conversation (or New conversation with <name> when a name is known), tagged new-chat, priority med.
• Outbound messages and group chats are ignored.

4. Public intake form

Loopwave hosts a no-login intake form so customers can submit a request directly. It behaves like a help-desk contact form and creates a ticket on submit.

• Submissions create a ticket tagged form at priority med.
• The form is rate-limited to 10 submissions per minute per IP to deter abuse.
• The response only returns the ticket reference — internal IDs are never exposed.
• The form can be turned off; when disabled, submissions are rejected.

Configuring intake

Keyword, new-chat, and form settings live together in your ticket intake settings (admin-only to change; any signed-in user can read them). Changes take effect within about 30 seconds as Loopwave refreshes its cached settings.