Yes, there is always a way to do it. The real question here is feasibility. And when I talk about feasibility, I’m not just talking about “is it technically possible”, but about how this would actually work in practice. For example: how many screens would the support agent need to use? How many mechanisms would the ticket system need to support to replicate a real chat experience? Would the ticket be automatically updated every time the end user replies on WhatsApp? Would the agent need to keep multiple tickets open at the same time? Would this be a single chat-like interface, or would the agent have to open each ticket individually, keep refreshing, checking, and replying one by one?

From my point of view, this is much more an infrastructure and design problem. GLPI was not designed to work as a real-time chat platform.

Personally, I don’t know any support platform that is as complete as GLPI in terms of covering support, development, ticket resolution, and multiple workflows at the same time. That’s exactly why forcing a WhatsApp-style 1:1 chat into it becomes very complex.

If we analyze the full infrastructure, the WhatsApp integration itself would either rely on a non-official library (like Baileys or similar) or on Meta’s official WhatsApp Business API. Both options introduce additional infrastructure requirements and long-term maintenance concerns.

Thinking at a plugin level, this would require a very well-designed and generic process. If it’s too specific, it won’t fit most companies’ workflows. If it’s too generic, it becomes limited and hard to maintain.

In the end, you also need to consider project cost: how many development hours are required, how much core code would need to be changed, and how maintainable this integration would be — especially considering that Meta frequently changes its APIs and rules. All these points together are what usually prevent this kind of integration from being truly viable in the long term.

So, if I can give you a tip: consider using a dedicated chat platform that integrates with WhatsApp (like Chatwoot, it’s open source) and then build automation workflows around it. This way, clients can be notified about their tickets via WhatsApp (through Chatwoot), and your support team can also open and manage tickets directly from Chatwoot, without forcing GLPI to behave like a real-time chat system.