how are you?
I would like be able to route Whatsapp tickets to different groups based on different numbers through automations.
Example I have 2 whatsapp numers in frshdesk support,
I would like that every single ticket created in number 1111111111111 to be assigned to group #1 and every single ticket created in the number 222222222222222 to be assigned to group #2.
@Aishvarya will be able to provide her inputs on this
Greetings from the Freshworks community!
Under Admin > Automations > Ticket creation > we do have an option to select source as WhatsApp. However, we currently do not support adding a condition that distinguishes the available WhatsApp numbers.
We certainly agree that it would be helpful to have this feature included in the automation. The feature release is a part of the road map, but we do not have any tentative ETA yet. We’ll share the details once there is some considerable progress :)