Plan requirement
| Subscription | Suite Team or higher |
| Access | Admin |
With several WhatsApp numbers, each can route to a different team. The condition is on the channel, not the number itself.
How to route
- Each WhatsApp account appears in Zendesk as a separate channel.
- Create a trigger using the Channel name condition to match the one you want.
- Set the group, and any tags or fields you want.
- Test by messaging each number.
Channel name is the condition to reach for. It is more specific than the plain channel condition, which cannot tell two WhatsApp numbers apart.
Use brands where they differ
On a multi-brand account you can assign each WhatsApp number to a brand in your business profile settings, and then use the ticket's brand as the condition. That does more than a trigger on the channel name: it carries through to service levels, help centres and reporting without extra rules.
Where they are one business with two purposes, a trigger and a group is simpler.
Two numbers or one
Two numbers means two verifications, two profiles and two sets of templates. Before splitting, ask whether a single number with routing based on what the customer says would do the same job.
Scale is rarely the constraint: a WhatsApp Business Account holds 20 numbers by default, and beyond that you connect several WhatsApp Business Accounts to one Zendesk account. So the question is whether the split is worth maintaining, not whether it fits.
Usually it would. Separate numbers earn their place when the businesses are separate, not when the teams are.
Tag at arrival
Whatever else you do, tag tickets with which number they came in on. That makes reporting per number possible later, and costs one action on a trigger you are writing anyway.
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