Is it possible to use triggers and automations to route Talk tickets based on the Talk number in which the call was received like you can with emails?
You can identify which Talk line was used to make a call with the Comment text condition in triggers.
When a Talk ticket is created, the ticket description includes a "Call To: +1 (800) 867-5309" string. Use this information in the Comment text condition to identify and route Talk tickets.
Using the Comment text condition for each phone number you can create a trigger that will run when a ticket is created and the "Call To" string is present for that number.
See below an example of a trigger to route voicemails after they have created tickets.
- Create a new trigger.
- Under Meet ALL of the following conditions, add:
- Ticket | Is | Created
- Channel | Is | Voicemail
- Comment text | Contains the following string |Call to: +1 (408) 849-4271
- Under Actions, use the Group action to route the ticket to the desired group.
- Select Create.