Question
I have multiple WhatsApp numbers. Can I route tickets based on each WhatsApp number?
Answer
Yes, you can route WhatsApp tickets using the Channel condition in triggers. Each WhatsApp account will be listed as a separate channel in business rules. See the trigger example below.
To create this workflow
- Create a new trigger.
- Under Meet ALL of the following conditions add:
- Ticket > Ticket | Is | Created
- Ticket > Channel name | Is | Your WhatsApp channel name
- Under Actions add:
- Ticket > Group | Your agent group
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.