Identifying Which WhatsApp Number Was Contacted in LiveAgent (Twilio)
This article addresses a common question from users who have multiple Twilio WhatsApp numbers connected to their LiveAgent account and want to identify which specific number a customer contacted, or verify that department routing by WhatsApp number is working correctly.
Current Limitation
At this time, it is not possible to determine which of your connected WhatsApp numbers a customer contacted, nor which number is being used to send replies, directly within a LiveAgent ticket or conversation.
This applies to accounts that have more than one Twilio WhatsApp number integrated with LiveAgent. There is currently no indicator, label, or field visible in the ticket interface that identifies the specific WhatsApp number involved in a conversation.
Impact on Department Routing
If you are routing incoming WhatsApp messages to different departments based on the contacted number, you may not be able to visually verify within LiveAgent which number triggered the routing. This makes it difficult to troubleshoot potential routing issues when multiple WhatsApp numbers are in use.
Planned Improvement
This limitation has already been reported as an improvement request to the LiveAgent development team. However, it has not yet been implemented.
If you would like an update on the current status of this feature request, please contact LiveAgent support directly.
Recommended Workaround
- If possible, consider using separate departments exclusively dedicated to each WhatsApp number, so that the department assignment in the ticket serves as an indirect indicator of which number was contacted.
- Verify your routing rules in Configuration > Automation > Rules to ensure each WhatsApp number is correctly mapped to its intended department.
- If you suspect routing is misbehaving, reach out to LiveAgent support with specific ticket examples so the routing rules can be reviewed.