Tickets & Conversations

RTaragi
Member

Assigning WhatsApp Channel Conversations to Users

SOLVE

I've linked our account's inbox to our WhatsApp Business account and am trying to route conversations from the WhatsApp inbox to specific team members, but it doesn't seem to be working. I checked the inbox settings, but the routing options there appear to be for "fallback email" rather than conversations coming through our WhatsApp Business account. Is there a way to set this up automatically? (We know how to do it manually.)

0 Upvotes
2 Accepted solutions
kennedyp
Solution
Community Manager
Community Manager

Assigning WhatsApp Channel Conversations to Users

SOLVE

Hi @RTaragi! Great question. The Knowledge Base article on conversation routing notes that you can only set routing rules for incoming messages sent to your connected team email channel, your chatflows, or your connected form.

 

That said, maybe our community members can confirm. Hey @FrancisdeTreble -- can you confirm if it is possible to automatically route WhatsApp conversations in HubSpot like we can with chat and email?

 

Best,

Kennedy


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0 Upvotes
FrancisdeTreble
Solution
Contributor

Assigning WhatsApp Channel Conversations to Users

SOLVE

Hi @kennedyp and @RTaragi!

I tried setting up a workflow to automatically assign WhatsApp conversations, but unfortunately, HubSpot doesn’t currently provide properties specific to contact creation via WhatsApp Business that would enable this functionality.

 

However, in platforms like treble.ai you can configure conversation assignment using various rules, including:

Screenshot 2025-01-22 at 10.10.47 (1).png

  • Immediate assignment to the owner
  • Assignment only when the owner is online
  • Retry and fallback options

Let me know if you have any questions!

Best,

View solution in original post

4 Replies 4
kennedyp
Solution
Community Manager
Community Manager

Assigning WhatsApp Channel Conversations to Users

SOLVE

Hi @RTaragi! Great question. The Knowledge Base article on conversation routing notes that you can only set routing rules for incoming messages sent to your connected team email channel, your chatflows, or your connected form.

 

That said, maybe our community members can confirm. Hey @FrancisdeTreble -- can you confirm if it is possible to automatically route WhatsApp conversations in HubSpot like we can with chat and email?

 

Best,

Kennedy


Did you know that the Community is available in other languages?
Join regional conversations by changing your language settings !
0 Upvotes
FrancisdeTreble
Solution
Contributor

Assigning WhatsApp Channel Conversations to Users

SOLVE

Hi @kennedyp and @RTaragi!

I tried setting up a workflow to automatically assign WhatsApp conversations, but unfortunately, HubSpot doesn’t currently provide properties specific to contact creation via WhatsApp Business that would enable this functionality.

 

However, in platforms like treble.ai you can configure conversation assignment using various rules, including:

Screenshot 2025-01-22 at 10.10.47 (1).png

  • Immediate assignment to the owner
  • Assignment only when the owner is online
  • Retry and fallback options

Let me know if you have any questions!

Best,

kennedyp
Community Manager
Community Manager

Assigning WhatsApp Channel Conversations to Users

SOLVE

Check out the Treble x HubSpot Integration on the HubSpot Marketplace! 


Did you know that the Community is available in other languages?
Join regional conversations by changing your language settings !
0 Upvotes
RTaragi
Member

Assigning WhatsApp Channel Conversations to Users

SOLVE

Thank you so much, Kennedy, for getting back to me. I suspected that the routing function doesn't currently work for WhatsApp. It seems setting this up manually is our best option for now.