Routing Whatsapp Chats

[jakelloyd]

Hello,

We've recently setup WhatsApp integration and I can receive and send messages.
However when we change the call routing for the SIP trunk it has no effect - all messages still get sent to me.

If I change the call routing to another colleague they get the messages, but if we set it to a group without me in it and 2 of my colleagues in the group I still recieve the messages and they don't.

Can anyone help us configure this so we can send all incoming chats to a group

 

[Charles_3CX]

When you change the routing for the chat messages, whether for SMS or WhatsApp, first set all messages received from the number used to receive the messages from, to 'Dealt With'. Once an extension takes a message, no other extension will receive replies until the messages are Dealt with.

 

[jakelloyd]

Hi Charles,

Yes so I'm aware of marking the message as deal with, it does make it disappear from my soft client - but the next message sent through will still come to me?

 

[vitalcc]

Hello,

Is it possible to leave the whatsapp chats visible for all users? To get some kind of public shared "inbox" to deal with, by a support team? If one support user chatting, with a customer, has a day off, the reply's from customers aren't seen by other support users in our company

 

[NicholasP_3CX]

Hello,

Is it possible to leave the whatsapp chats visible for all users? To get some kind of public shared "inbox" to deal with, by a support team? If one support user chatting, with a customer, has a day off, the reply's from customers aren't seen by other support users in our company

Just route the Whatsapp destination to be a department or queue for example