Plan requirement
| Subscription | Any plan |
| 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 number is its own messaging channel in Zendesk.
- Create a trigger conditioned on that channel.
- Set the group, and any tags or fields you want.
- Test by messaging each number.
Use brands where they differ
Where the numbers belong to genuinely different businesses, assigning each channel to a brand does more than a trigger: 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.
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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