Question

Route Whatsapp tickets to different groups based on numbers


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Hello,

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.

 

 


2 replies

Userlevel 5
Badge +6

Hi Albert,

 

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 :)

 

Cheers

Aishvarya.

Userlevel 6
Badge +6

@Treblatec Presales  Hi Albert! Thanks for your question :)

 

My colleague @Aishvarya will be able to provide her inputs on this

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