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How To Import WhatsApp Chats
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What are the limitations of using WATI / WhatsApp APIs
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Facebook Business Verification
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WhatsApp Manager ID (WABA)
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Everything you need to know about your WhatsApp Manager
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More from us!
Our Roadmap - See What's Planned
How To Link WhatsApp Number To Facebook Page
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WhatsApp Chat Button Integration
Creating click-to-chat link
How can I create a QR Code for my WhatsApp Number?
Commerce Policy Rejection (CPR)
PRO plan: Support export chat
What are difference between WATI Standard and Pro plan
Key Differences Between WATI CRM and WhatsApp API Gateway
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Conversational Based Pricing
WATI and its Features
Team Inbox on WATI
Different types of chat status in WATI
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Copy Conversation URL
WATI Account running Slow
What happens if someone you blocked messages you again?
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Building your WATI chatbot
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Messaging limit for Click-to-WhatsApp Ads (CTWA)
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Manage your Operators on WATI
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Detail Access Menu of each Roles
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How to collect customer order details from Catalog cart messages in a Google Sheet
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What are sets & How to create sets in your catalog
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How to send Catalog messages via Keyword action
How to enable WhatsApp Catalog feature for your WATI number
WATI Mobile App (App Store / Google Play)
WATI App Updates (Release Notes)
Released in 2022
2022.09.1 - Released on Dec 2022
2022.07.2 - Released on Oct 2022
2022.07.1 - Released on Sept 2022
2022.06.2 - Released on Aug 2022
2022.06.1 - Released on July 2022
2022.05.2 - Released on June 2022
2022.05.1 - Released on 18th May 2022
2022.04.2 - Released on 22nd April 2022
2022.04.1 - Released on 6th April 2022
2022.03.1 - Released on Mar 2022
2022.01.2 - Released on Feb 2022
2022.01.1 - Released on Feb 2022
2022.03.2 - Released on 25th Mar 2022
Mobile App - Released 2022
Mobile version 3.2.0 - Released on 4th December 2022
Mobile version 3.1.1 - Released on 22nd June 2022
Mobile version 3.0.3 - Released on 22nd May 2022
Mobile version 3.0.0 - Released on 15th May 2022
Mobile version 2.9.0 - Released on 30th Apr 2022
Mobile version 2.8.0 - Released on 8th Apr 2022
Mobile version 2.7.1(hotfix) - Released 24th Mar 2022
Mobile version 2.7.0 - Released on 14th Mar 2022
Mobile version 2.6.0 - Released on 23rd Feb 2022
Mobile version 2.5.0 - Released on 15th Feb 2022
Mobile version 2.4.0 - Released on 29th Jan 2022
Mobile version 2.3.0 - Released on 20th Jan 2022
Mobile version 2.2.0 - Released on 7th Jan 2022
Released in 2021
2021.07.1 - Released on Jan 2022
2021.06.1 - Released on Nov 2021
2021.05.2 - Released on Sep 2021
2021.05.1 - Released on July 2021
2021.04.1 - Released on May 2021
2021.03.1 - Released on Apr 2021
2021.02.1 - Released on Mar 2021
2021.01.1 - Released on Feb 2021
Released in 2020
2021.07.1 - Released on Dec 2021
RBI e-Mandate Latest Guidelines
2020.12.1 - Released on Jan 2021
2020.11.1 - Released on Dec 2020
2020.10.1 - Released on Oct 2020
2020.09.1 - Released on Sept 2020
2020.08.1 - Released on Aug 2020
2020.07.1 - Released on July 2020
2020.06.1 - Released on May 2020
2020.05.1 - Released on May 2020
2020.04.1 - Released on Apr 2020
3.1.0 Released on Mar 2023
2.11.0 - Released on Jan 2023
2.12.0 - Released on Feb 2023
Terms, Privacy & Security
Integrations and API's
Integrations on WATI
How to trigger Whatsapp Shop using Templates
Why Whatsapp Message Sender is not working?
Why Google Sheet Automation is not working?
Add-on: Google Sheet Automation
Add-on: Google Spreadsheet WhatsApp Message Sender
WhatsApp Shop Plugin
Assign chats in WATI based on Lead owner in Zoho CRM
Convert first time visitors to Zoho Lead/Contact using Zoho Flows
Get Notifications for new messages on WATI on Zoho CRM
How to send template message using Zoho CRM Workflow?
How to get Contact Attributes from WATI into Zoho CRM Leads/Contacts?
Why is my ZOHO integration not working?
Zoho CRM Integration
WATI Embedded Team Inbox in Zoho
How to send template message using Zoho CRM Extension?
How to Add Product Images in Abandoned Cart Message
What does COD and Abandoned Cart in analytics represent?
Why are my Cash on Delivery Messages (COD) not sending in Shopify?
How to add/import Shopify Contacts into WATI
How to create a COD (Cash on Delivery) Template
How to set up Cash on Delivery (COD) in Shopify
How to use pre-defined variables in Shopify?
What are fixed variables for Shopify integration?
Shopify Integration for TRIAL user
Shopify Integrations for Paid WATI Users
How to use pre-defined variables in WooCommerce?
What are fixed variables for Woocomerce integration?
Create contact in HubSpot when new user messages your WhatsApp number
HubSpot WhatsApp Integration: Capture New WhatsApp Contacts To HubSpot For Free [Deprecated]
Make.com / Integromat
WhatsApp Templates for Leadsquared
WATI LeadSquared Integration
LeadSquared WhatsApp Integration: Capture All New WhatsApp Contacts To LeadSquared
WhatsApp and Razorpay Integration
Google Calendar Integration
APIs on WATI
Are your file attachment names appearing as null or untitled?
Where can I find the WATI API Endpoint URL and Bearer Token?
What if I need access to more APIs?
Where can I find WATI API Documentation?
How can I add webhooks using WATI or WhatsApp API Gateway?
Can I send OTP on WhatsApp?
Table of Contents
- All Categories
- WATI and its Features
- Building your WATI chatbot
- What and how to setup Routing?
What and how to setup Routing?
Updated by Helpdesk
1. What is Routing?
Routing is a sub-menu in the Automation part. It's used similarly to other Reply Material. However, the Reply material will show a reply to the customer, while the routing will update the information of the ticket for example setup when the keyword "complain" matches, send a notification to the manager, and set up when the keyword "buy product" match, assign the chat to sales, etc.
2. How to set up Routing?
Currently, we have 3 types of Routing:
2.1 Routing - Send notification:
After setup this reply, if the customer asks for the keyword, the chat will send a notification to a pre-defined list of operators.
To set up this, the user needs to access the "Send Notification" tab, and click the "Add Action" button.
Then fill in the Material name, select the Operator(s) from the list, and click the "Save" button.
2.2 Routing - Assign to an operator:
After setup this reply, if the customer asks for the keyword, the chat will have a new assignee as the selected operator.
To set up this, the user needs to access the "Assign to Operator" tab, and click the "Add Action" button.
Then fill in the Material name, select one Operator from the list, and click the "Save" button.
2.3 Routing - Assign to a team:
After setup this reply, if the customer asks for the keyword, the chat will have a new team as the selected team.
To set up this, the user needs to access the "Assign to Team" tab, and click the "Add Routing" button.
Then fill in the Material name, select one Team from the list, and click the "Save" button.