Plan requirement
| Subscription | Suite Team or higher |
| Access | Admin |
A messaging trigger only reaches the channels you list on it, and WhatsApp is not one of them until you add it.
Channels is a field, not a condition
Every messaging trigger has a Channels list, and Web Widget & SDKs is included by default. A trigger nobody has touched therefore fires on your website and in your mobile apps, and does nothing at all on WhatsApp.
This is the opposite of what people expect, and it explains the most common complaint about messaging triggers: the greeting works on the site and never arrives on WhatsApp.
Point a trigger at your WhatsApp numbers
- Open the messaging trigger, or create one.
- In Channels, enter the messaging and social channels it should apply to.
- Click the X on Web Widget & SDKs if the trigger should not fire there. Leaving it in is how a WhatsApp greeting ends up on the website as well.
- Choose your conditions and actions.
- Save, then send a message through every channel on the list.
If a condition you were expecting is missing from the list, look at your channel selection. Only conditions that apply to all selected channels appear in the drop-down, and the same goes for actions. Adding one more channel silently narrows what you can build.
One trigger per channel, or one shared
- One per channel. Clearest, and it multiplies: four channels and five behaviours is twenty triggers.
- One shared. Fewer rules, at the cost of a shorter list of available conditions and wording that has to work everywhere.
Most accounts land in between: shared triggers for the mechanics, separate ones for anything the customer reads. A greeting written for the website reads oddly arriving in WhatsApp.
Telling two WhatsApp numbers apart
The Channels list works at the level of channels, not phone numbers. Where the behaviour has to differ per number, that is a ticket trigger on the Channel name condition, in which each WhatsApp account appears separately.
Name them so the list is readable
Include the channel in the name where the trigger applies to one. A list of triggers all called "greeting" is unmaintainable the moment somebody else has to work on it.
Comments
0 comments
Article is closed for comments.