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Configure a route

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.
You can only set up routes for the channels that are set up in your Clickatell account. You can add one or more routes for each of your channels.

Configure your routes

  1. 1.
    Select Routing under Configuration at the top left of your canvas.
  2. 2.
    Select the channel you want to configure a route for.
  3. 3.
    Click + Add new Route.
  4. 4.
    Complete the required fields as specified in the WhatsApp routing, SMS routing, and USSD routing sections below.
  5. 5.
    Click Save Routes.
You can view and test the workflows (except the dynamic API flow) via the Previewer to ensure it is working as you intended before deploying it to production.
Until a route is set up, your customers will not have access to the workflow.

WhatsApp routing

To configure a WhatsApp route:
  1. 1.
    Specify the API ID and API Key of your WhatsApp Business account.
    • These are available in the Clickatell Portal under My Workspace -> API Integrations.
  2. 2.
    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 you can also select to route your traffic directly via the Chat Desk service.
  3. 3.
    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.
Linking your WhatsApp channel to Chat Flow

SMS Routing

To configure an SMS route:
  1. 1.
    Specify the API ID and API Key.
    • These are available in the Clickatell Portal under My Workspace -> API Integrations.
  2. 2.
    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 you can also select to route your traffic directly via the Chat Desk service.
  3. 3.
    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.
Linking your SMS channel to Chat Flow

USSD routing

To configure a USSD route:
  1. 1.
    Specify the USSD code/subcode.
  2. 2.
    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).
Linking your USSD channel to Chat Flow