Why can't I find "WhatsApp" as an option in the Channel conditions of business rules?

Question

I installed the WhatsApp in Zendesk Support integration and now 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 and business rules. Why is that?

Answer

The Channel condition shows WhatsApp if that is what you titled the integration when creating it. For instance, if you named your WhatsApp account Social Messaging under Admin Center > Channels () > Messaging and social > Messaging, look for Social Messaging when you select a channel in business rules or views.

For more information, see the article: Adjusting views and business rules for WhatsApp tickets.

Note: Zendesk is removing the legacy Social Messaging App on January 31, 2023. See the article on the removal of the social messaging app to determine if this change affects your account.