Inbound Chat Routing via CFD / Call Processing Scripts (WhatsApp, Facebook, Live Chat)

[JoelMartínez]

Hi all,

Currently, in V20, inbound messaging trunks (WhatsApp, Facebook, Live Chat) can only be routed statically to a single extension, queue, or ring group.

It would be a great feature if we could set a Call Flow Designer (CFD) app or a Call Processing Script as the destination for these messaging channels.

Why this would be extremely helpful:

• Route by Prefix/Country: Direct chats to specific language queues based on the sender's phone number prefix (e.g., +34 to Spain, +33 to France).
• Route by CRM Data: Query a database to route VIP customers automatically to their assigned account manager.
• Route by Keyword: Read the initial message text to separate Sales from Support before an agent answers.

This feature would allow partners to access built-in variables within the script such as Message.SenderNumber, Message.SenderName, or Message.Body

Thanks in advance.