Question

I have multiple WhatsApp numbers. Can I route tickets based on each WhatsApp number?

Answer

Yes, use the Channel name condition to route tickets from a WhatsApp number to a specific group. This condition displays each WhatsApp account as a separate channel. See the trigger example below.

To create this workflow

  1. Create a new trigger
  2. Under Meet ALL of the following conditions add:
    • Object > Ticket > Ticket | Is | Created
    • Object > Ticket > Channel name | Is | Select your WhatsApp channel
  3. Under Actions add:
    • Object > Ticket > Group | Select your agent group
  4. Click Create trigger

Trigger to route WhatsApp tickets to a group.png

For accounts using multiple brands, you can assign each WhatsApp number to a brand in your business profile settings. The brand where the ticket originated can be used as a condition in business rules to capture each WhatsApp number for routing and reporting purposes.

For more information on working with WhatsApp tickets, see the article: Working with WhatsApp tickets and the 24 hour rule.

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