Auto merger tickets created by Piece of Cake

When you have more than one whatsapp number set up, you need to make the settings below.

• Goal:
  • Identification of the WhatsApp channel that the customer contacted.
  • If it is necessary to send a proactive message, the APP will recognize which channel the customer contacted.
  • Auto merger tickets created by Piece of Cake

1º - We need to collect the ID of each WhatsApp integration, go to Admin Center => Channels => Messages and click on the WhatsApp channel.

When clicking, copy the entire ID that will appear in the URL EX: "62f15d03...".

2º - Create a Drop-down field, in which we will configure the Whatsapp ID in each selection, as shown in the image below. Objects and rules => Fields

In the Value field enter the WhatsApp name or whatever you prefer for identification and in TAG enter the ID we collected in the 1st step.

3º - After finishing creating the field, create a Trigger with the settings below for each WhatsApp number.

Condition All:

Ticket is Created

Channel name is {{ WhatsApp channel name }}

Actions:

"Drop-Down Created" = {{ Channel identification name }}

3º - Add the field to your form. 

Setup finished.