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Route tickets opened from the WhatsApp channel to the messaging team with a shorter first-response target

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Service Hub Professional.

Ticket12 stepsUpdated for HubSpot seat pricing
OutcomeA ticket that starts on WhatsApp goes to an agent of the messaging team, carries a 30-minute first-response target, and the team lead is alerted when that target is missed.
Workflow mapmessaging-016
Ticket created from WhatsApp channel leads to Owner in Messaging team. Owner in Messaging team leads to No: Rotate to Messaging team; Yes: Set priority and 30 minute target then notify owner. Rotate to Messaging team leads to Set priority and 30 minute target then notify owner. Set priority and 30 minute target then notify owner leads to Delay 30 minutes. Delay 30 minutes leads to First agent reply recorded. First agent reply recorded leads to Yes: Status met; No: Status breached and alert team lead. No Yes Yes No Ticket created from WhatsApp channel Owner in Messaging team Rotate to Messaging team Set priority and 30 minute target then notify owner Delay 30 minutes First agent reply recorded Status met Status breached and alert team lead
Ticket created from WhatsApp channel leads to Owner in Messaging team. Owner in Messaging team leads to No: Rotate to Messaging team; Yes: Set priority and 30 minute target then notify owner. Rotate to Messaging team leads to Set priority and 30 minute target then notify owner. Set priority and 30 minute target then notify owner leads to Delay 30 minutes. Delay 30 minutes leads to First agent reply recorded. First agent reply recorded leads to Yes: Status met; No: Status breached and alert team lead. No Yes Yes No Ticket created from WhatsApp channel Owner in Messaging team Rotate to Messaging team Set priority and 30 minute target then notify owner Delay 30 minutes First agent reply recorded Status met Status breached and alert team lead

When to use it, when not to

Use it

  • Use it when WhatsApp is connected to the help desk and customers expect chat speed, while email tickets keep a longer target.
  • Use it when a named group of agents handles messaging channels and the rest of the team does not.
Read more on when to use itShow less

Skip it

  • Do not use it to send WhatsApp messages. This workflow sends nothing. The Send WhatsApp message action is documented for contact-based workflows only, so a ticket-based workflow must not send templates. The agent answers from the help desk.
  • Do not use it if every agent handles every channel. A view filtered on the channel is enough.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 7 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 12 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 6

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 5 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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