im need a way that, when a customer sends a message by whatsapp or by chat, the bot flow, identify if thats a new user or if its a existent user.
I hope you are able to get the mobile number of that user,
with that, you can try filtering with list agents filter, eg:
and you will get the response and check for the
assuming that if he is a new user then he didn’t log in to the portal so it will be empty.
Hope it helps
@luca.silbernagel When a customer raises a support ticket through any channel, a ticket is created and mapped with their contact information. If a contact already exists in Freshdesk for them, it is rightly mapped to it. If it doesn’t, a new contact is created and mapped to it.
I hope the bot flow will have access to the
requester_id attribute of the ticket when a message is received from a customer. The terminology of the customer, user, requester, and contact are all the same.
The contact information of the customer can be fetched with the View Contact API with the
requester_id and checked the
created_at time of the entry to check how recent the contact was created.
Let us know if it works out.