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Inbound Messaging Routes

Inbound Messaging Routes determine how incoming SMS and WhatsApp messages are delivered. Each route maps a phone number (DID) to a destination — either a specific user or a queue — so that messages arriving on that number are automatically routed to the right place in Thirdlane Connect.

Both SMS and WhatsApp use the same routing table. For WhatsApp, the system resolves the WhatsApp phone number to a DID (via the DID-WhatsApp mapping), then looks up the route for that DID.

Create/Edit Inbound Messaging Route

Phone#. The phone number (DID) for this route, selected from the DIDs assigned to the current tenant. (In the legacy Single Tenant edition, enter the number or pattern directly.)

Description. A short label describing this route (e.g., “Support line” or “Sales WhatsApp”).

Route messages to. Choose the destination type:

  • User — Messages are delivered directly to a specific Connect user
  • Queue — Messages are distributed to agents via a queue

User. Shown when destination is User. Select the Connect user who will receive messages sent to this number.

Queue. Shown when destination is Queue. Select the queue that will handle incoming messages on this number. Messages are offered to Static Agents (Messaging) on that queue, not to voice members. You can save the route before those people are added. The inbound routes list shows how many messaging agents the queue has; None means inbound messages will get a no-agent reply.

A route only decides who receives the inbound message. Agents reply from a Messaging Channel assigned to that queue. Create and assign the channel under Messaging > Channels (or the queue Messaging Channels tab). Without a channel for this number on the queue, inbound still arrives, but agents have nothing to send from.

How It Works

SMS Messages

When an SMS arrives on a DID, the system looks up the Inbound Messaging Route for that number and delivers the message to the configured user or queue.

WhatsApp Messages

When a WhatsApp message arrives, the system:

  1. Resolves the WhatsApp phone number to a DID (using the DID-WhatsApp mapping configured in Phone Numbers)
  2. Looks up the Inbound Messaging Route for that DID
  3. Delivers the message to the configured user or queue

This DID-centric approach keeps SMS and WhatsApp routing unified — you configure routes by DID, regardless of message type.

Notes

  • Creating an Inbound Messaging Route changes the DID’s status to “Used In Inbound SMS Routes” on the Phone Numbers screen. Deleting the route removes this status.
  • Each DID can have only one Inbound Messaging Route.
  • The Messaging agents column on the list is the current count of Static Agents (Messaging) on the destination queue. It updates when people are added or removed. None means inbound messages to that queue get a no-agent reply. User destinations leave the column blank.
  • Deleting a DID automatically removes its associated route.
  • Deleting a user automatically removes any routes pointing to that user.

Worked example: route a WhatsApp number to the support queue

The business WhatsApp number is mapped to DID +14155550100, and you want inbound WhatsApp messages to land in the support queue with agents able to reply from the same number.

  1. Confirm the mapping first. On Phone Numbers, verify +14155550100 has a WhatsApp phone number mapped (it should show a WA badge). Without this, inbound WhatsApp cannot resolve to the DID.
  2. Add the route. Click Add, select Phone# +14155550100, Description “Support WhatsApp”, Route messages to Queue, Queue support. Save. This only routes inbound messages.
  3. Create the send-from identity. Under Messaging Channels, add a WhatsApp channel named Support WhatsApp, DID +14155550100, and assign it to the support queue.
  4. Verify the flow. Send a WhatsApp to the business number. The platform resolves the WhatsApp number to +14155550100, finds this route, and delivers the message into the support queue in Connect. An agent’s reply goes out through the Support WhatsApp channel. The DID now shows “Used In Inbound SMS Routes” on the Phone Numbers screen.

Since SMS and WhatsApp share one route per DID, if you later add an SMS gateway to this number, inbound SMS follows the same route. Add a separate SMS channel on the same DID and assign it to support if agents should also send SMS from it.

Best practices

  • Route business numbers to a Queue rather than a single user so messages are covered when one agent is out. Add those people under Static Agents (Messaging) on the queue, and create a Messaging Channel for the same number so they can reply.
  • Route personal or direct numbers to the individual User who owns them.
  • Before creating a WhatsApp route, confirm the DID has a WhatsApp phone number mapped. For SMS send, the DID also needs an outbound SMS gateway, then an SMS channel assigned to the queue.
  • Because SMS and WhatsApp share one routing table per DID, set the route once and both message types follow it.