How can I route a whatsapp message to the agent who has to process it directly

Genesys Cloud Applications Architect
1

Hi,
each agent manages a portfolio, I have a dependency table, how can I route a whatsapp message to the agent who has to process it directly.

Regards

2

@Tarik_CHAFFAG 1 possible solution, there are likely many others, is to have your agents on a Queue by themselves. When the message comes into your Architect Flow config, you can do a lookup to your dependency table (based on from address on the message, or other means), and make a decision step to route the message to the queue the agent who needs to process it is on.

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