How to differentiate organic whatsapp vs template

[RGutierrez50]

I have a workflow set up to send whatsapp templates to contacts for specific triggers, but on the same whatsapp number we receive communications directly from customers (they don't start by our templates, we call them organic). Is there a way to differentiate theses conversations/tickets on hubspot? I have been looking for a source property on activities, tickets and conversations but couldn't any.

[MadisonMoniz · Accepted solution]

Hm.. good note @RGutierrez50!

In that case you may need to do a bit more manual work to populate the property as tickets come in. It will take a bit of 'up front' work by your team, but once the tickets are tagged you would have the ability to filter, report etc.

[MadisonMoniz]

Hi @RGutierrez50!

Fun scenario! I couldn't find a specific way to differentiate between template-based WhatsApp messages and organic customer communications with the native properties on tickets... but could this be solved through a custom ticket property that you set through a workflow?

That way, once the property is set, you would be able to filter for those tickets in lists, views, and in reports as well!

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[RGutierrez50]

Hi Madison! 

Thank you for your reply! I have tried to set a workflow but I am failing to find an event or criteria to trigger it, as the source of the ticket in both cases (organic and template-first) is set as whatsapp and theres no other property in tickets or conversations that could be of useful. 

In our helpdesk view its easy to tell them apart, based on the first message, but this is also not accesible in any property that I've seen.