Route Tickets by WhatsApp Number - Frequently asked questions
Explore how to route Zendesk tickets using WhatsApp numbers. Find answers to common questions about setting up and managing ticket routing for efficient customer support.
Frequently asked questions
Can I route Zendesk tickets based on different WhatsApp numbers?
Yes, you can route WhatsApp tickets using the Channel condition in triggers. Each WhatsApp account is treated as a separate channel in your business rules, allowing you to create specific workflows for each number. To set this up, create a new…
How do I set up a trigger to route WhatsApp tickets in Zendesk?
To route WhatsApp tickets in Zendesk, you need to set up a trigger using the Channel condition. This allows you to direct tickets from specific WhatsApp numbers to designated agent groups. Start by creating a new trigger. In the conditions…
Can I assign WhatsApp numbers to different brands in Zendesk?
Yes, you can assign each WhatsApp number to a different brand in Zendesk. This is useful for accounts using multiple brands and helps in routing and reporting. In your business profile settings, you can link each WhatsApp number to a specific…
What are the limitations of routing WhatsApp tickets in Zendesk?
A key limitation when routing WhatsApp tickets in Zendesk is the inability to distinguish between multiple WhatsApp numbers under the same brand. While you can assign each WhatsApp number to a different brand for routing and reporting, if you have…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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