Configure a route
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The routing section enables you to link the workflows you've built to the messaging channels you want to use.
You can define the workflow and step that gets triggered when a customer for example dials a certain USSD code or messages your WhatsApp Business account.
Under Configuration on the left, select Routing.
Select the channel you want to configure a route for.
Click + Add new Route.
Click Save Routes.
To configure a WhatsApp route:
Specify the API ID and API Key of your WhatsApp Business account.
These are available in the Clickatell Portal under My Workspace -> API Integrations.
Select the Service you want to route your WhatsApp traffic through.
The default is Chat Flow, but if you are only making use of Chat Desk or Clickatell AI, you can also select to route your traffic directly via those services.
Select the workflow and step you want to trigger when a customer engages with the WhatsApp Business account.
You can only select from the workflows defined in your current environment.
To configure an SMS route:
Specify the API ID and API Key.
These are available in the Clickatell Portal under My Workspace -> API Integrations.
Select the Service you want to route your SMS traffic through.
The default is Chat Flow, but if you are only making use of Chat Desk or Clickatell AI, you can also select to route your traffic directly via those services.
Select the workflow and step you want to trigger when users engage via SMS.
You can only select from the workflows defined in your current environment.
To configure a USSD route:
Specify the USSD code/subcode.
Select the workflow and step you want to trigger when the code/ subcode is dialed (you can only select from the workflows defined in your current environment).
Complete the required fields as specified in the , , and sections below.
You can view and test the workflows (except the dynamic API flow) via the to ensure it is working as you intended before deploying it to production.
