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. In Multi Tenant, select from DIDs assigned to the current tenant. In Business Phone System, 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.

Auto-Create Outbound Channels

When the destination is a queue, two additional options appear:

Create outbound WhatsApp channel. Checked by default. Automatically creates a Messaging Channel of type WhatsApp for this DID and assigns it to the destination queue. This sets up outbound WhatsApp sending through the same number that receives inbound messages. The DID must have a WhatsApp phone number mapped.

Create outbound SMS channel. Unchecked by default. Automatically creates a Messaging Channel of type SMS for this DID and assigns it to the destination queue. The DID must have an SMS gateway configured.

If a channel already exists for the same DID and type, no duplicate is created — the existing channel is assigned to the queue instead.

Tip

The auto-create checkboxes streamline the common setup pattern: when you create an inbound route to a queue, you typically also want agents in that queue to be able to reply using the same number. These checkboxes handle the outbound channel setup automatically.

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.
• Deleting a DID automatically removes its associated route.
• Deleting a user automatically removes any routes pointing to that user.