Setting up multi-number routing rules

Once your team has more than one WhatsApp number, routing becomes the lever that keeps each agent on the right conversations. WAPI's routing rule chain is per-number and order-sensitive.

Conditions you can route on

• Language — auto-detected from the inbound message. Route Hindi to the Hindi-speaking pod.
• Tag — VIP, churned, high-value. Tags persist on the customer record across products.
• Campaign — when the conversation came from a broadcast, the campaign id is on the conversation record.
• Customer attribute — anything from the kernel customer record (region, plan tier, lifetime value).
• Time of day — route to a specific team during business hours, fall through to AI bot off-hours.

Configuring the rule chain

WAPI → Numbers → [number] → Routing. Add rules in order of priority. Each rule has:

1. A condition (or AND-stack of conditions)
2. A target — agent, queue, skill group, or AI bot
3. Optional fallback if the target is unavailable

The first matching rule wins. Add a catch-all "default" rule at the bottom — typically routes to the main queue with round-robin.

Round-robin vs least-busy vs skill-based

• Round-robin — distributes evenly. Good for low-skill load (FAQ).
• Least-busy — sends to the agent with the fewest open conversations. Good for medium-volume teams.
• Skill-based — agents tag themselves with skills (refund, technical, billing); rules match. Good for specialist teams.

Per-tenant routing override

If you're running a white-label workspace, each tenant can override the routing rules at the tenant level. Useful when an agency operates multiple client workspaces with different desk teams.

Common patterns

The 80/20 rule chain that works for most teams:

1. VIP tag → priority queue (skip routing)
2. Language matches a regional pod → that pod
3. Campaign id matches an active campaign → that campaign's team
4. Default → main queue, round-robin