I have multiple WhatsApp numbers. Can I route tickets based on each WhatsApp number?
It is not possible to use separate WhatsApp numbers as conditions in business rules for routing.
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.
Please sign in to leave a comment.