Automating WhatsApp Response with Team Selection in Zoho Desk Blueprint

Automating WhatsApp Response with Team Selection in Zoho Desk Blueprint

Hello,

I’m setting up an automation using Zoho Desk’s Blueprint to handle incoming WhatsApp messages. My goal is to send an automatic response to users, asking which team they want to speak with (Team X, Team Y, Team Z) and then route the conversation to the selected team.

Here is what I have done so far:

  1. Created a Blueprint with the entry criteria set to Specific Records where the Channel is the WhatsApp channel.
  2. Added two states: “Message Received” and “Select Team”.
  3. Created a transition called “Send Welcome Message” between these states.

I have already read the documentation titled “Creating a Blueprint in Zoho Desk" but I couldn’t figure out how to do the following:
  1. Send an automated message upon receiving a WhatsApp message, asking the user to select a team. Something like "Welcome to the company, do you want to talk with team X, Y or Y?".
  2. Handle the user’s response (whether it’s a button click or text input) and route the conversation to the corresponding team based on their selection.

Could someone provide detailed steps or examples on how to achieve this within Zoho Desk? Any help or suggestions would be greatly appreciated.

Thank you!