Assigning WhatsApp Channel Conversations to Users

[RTaragi]

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.)

[kennedyp · Accepted solution]

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

[M_Faisal]

We developed a custom workflow to automate and optimize the distribution of WhatsApp inquiries
among the sales team. The workflow was designed to address different use cases and ensure fair,
unbiased distribution:

Use Cases Addressed by the Workflow:

1. Case-1: Conversation Owner-Unknown, Associate Contact Owner-Known
Scenario: A contact is already in HubSpot (e.g., through a previous inquiry), and a new inquiry
comes via WhatsApp.
Solution:
o If the contact already has an owner, the system will automatically assign the
conversation owner to the same sales representative (the existing contact owner).

2. Case-2: Conversation Owner-Unknown, No Associated Contact
Scenario: A completely new lead (not in the system) reaches out via WhatsApp.
Solution:
o The new conversation is assigned to a salesperson on a round-robin basis.
o Each salesperson gets an equal share of inquiries to ensure fairness:
 Salesperson A: 25%
 Salesperson B: 25%
 Salesperson C: 25%
 Salesperson 😧 25%
o The system continuously measures and adjusts the distribution.

3. Case-3: Conversation Owner-Unknown, Associate Contact Owner-Unknown
Scenario: The contact exists in the system, but no contact owner has been defined. The inquiry
comes via WhatsApp.
Solution:
o The system assigns a contact owner to the contact on a round-robin basis.
o The same salesperson will become the conversation owner for the WhatsApp inquiry.

[kennedyp · Accepted solution]

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

[FrancisdeTreble · Accepted solution]

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:

• 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]

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

[RTaragi]

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.