Why can't I find WhatsApp as a condition option for channels in business rules?

Question

I added the WhatsApp social messaging channel to Zendesk. I want to adjust my views and business rules for WhatsApp tickets. However, I am unable to find WhatsApp as a value for the Channel condition in my views, triggers, or automations. Why?

Answer

The Channel condition shows WhatsApp if that is what you titled the Channel name when you created it.

For example, if you named your Channel name Social Messaging under Admin Center > Channels > Messaging and social > Messaging, look for Social Messaging when you select a channel in business rules or views.