- When the Agent Workspace is activated WhatsApp has to be connected via Messaging channels, as it has to be when Agent Workspace is enabled
- Messaging tickets i.e WhatsApp is presented to agents via the "Conversations" button in the top right-hand corner of the Agent Workspace, in the same way, Chats are
- However, when you wish to continue to use Chat you do not have the ability in the Chat dashboard to create triggers to control the routing of the Messaging tickets i.e WhatsApp to a specific group
- Messaging triggers are only made available when you aren't using Chat and have moved over to Messaging
- Not everyone wishes to move over to Messaging
- This is restricting users from controlling how their Messaging tickets i.e WhatsApp are routed
Can you please enable the ability to be able to control the routing of Messaging tickets i.e WhatsApp in the chat dashboard, when continuing to use Chat in the Agent Work Space?