Can I route tickets based on the WhatsApp number?

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:

Create a new trigger

Under Meet ALL of the following conditions, add:

Object > Ticket > Ticket | Is | Created

Object > Ticket > Channel name | Is | Select your WhatsApp channel

Under Actions, add:

Object > Ticket > Group | Select your agent group

Click Create trigger

For accounts with multiple brands, assign each WhatsApp number to a brand in your business profile settings. The brand where the ticket originated functions as a condition in business rules to capture each WhatsApp number for routing and reporting. You can also use messaging triggers to address multiple numbers because they apply to all social messaging channels.

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