Plan requirement
| Subscription | Any plan |
| Access | Admin |
One set of messaging triggers can serve several WhatsApp numbers, provided you condition on the channel deliberately.
The default is everything
A messaging trigger with no channel condition applies to every messaging channel: your web widget, every WhatsApp number, and any social channel.
That is fine for something genuinely universal and wrong for anything with wording specific to one context. A greeting written for the website reads oddly arriving in WhatsApp.
Two approaches
- One trigger per channel. Clearest, and it multiplies: four channels and five behaviours is twenty triggers.
- Shared triggers with channel conditions. Fewer rules, and you have to be careful that each condition is right.
Most accounts land in between: shared triggers for the mechanics, separate ones for anything the customer reads.
Name them so the list is readable
Include the channel in the name where it applies to one. A list of triggers all called "greeting" is unmaintainable the moment somebody else has to work on it.
Test every channel
After any change, send a message to each number and through the widget. A trigger that fires correctly on one channel and produces nothing on another is easy to create and invisible until a customer meets it.
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