In this help article, we explain how to distinguish between a Dutch and Belgian WhatsApp number. This allows you to set up your streams where you can link a specific search query. This way, you can handle and respond to messages from Dutch and Belgian numbers in two different streams in Webcare.
Preparation
Use the following operators. You can consult all operators here for Spotler Engage.
- fromuserid:32* (Belgium)
- fromuserid:31* (Netherlands)
Step-by-step guide
- Step 1: Create two search queries via Settings > Search Queries > 'New Search Query'.
Compose your search query, as in the example below. In the 'user' field, enter your own WhatsApp name; otherwise, you will also receive your own sent messages in the stream. You can find your own WhatsApp name via Settings > Accounts.
| fromuserid:32* AND source:whatsapp NOT user:"your own WhatsApp name" |
| fromuserid:31* AND source:whatsapp NOT user:"your own WhatsApp name" |
- Step 2: Create a stream via Webcare and add one search query to General Settings > Search Queries.
Also, determine which roles and accounts have access to the stream in Advanced Settings. Then create another stream for the other search query. For detailed instructions on creating streams, check here.
- Step 3: The messages will now flow into the two streams. Your agents can handle the messages accordingly.