Triage inbound WhatsApp messages into Zendesk and Slack

Build a webhook-triggered agent workflow that triages every inbound customer message we receive through Heyy (WhatsApp, SMS, Messenger, and Instagram). At setup, instruct me to register the workflow's webhook URL with Heyy by calling Heyy's Create API Webhook operation for the inbound_message event so events actually arrive.

When the webhook fires, read the incoming message text plus the contact metadata in the payload (display name, channel of origin, phone or handle, and any labels). Classify the conversation into exactly one of: support, billing, sales, feedback, or spam. Write a one-line summary of what the customer needs and a suggested first reply that an on-call rep could send.

If the classification is anything other than spam, call Zendesk Create Ticket. Use the summary as the subject, put the original customer message and the channel of origin in the ticket body, fill in the requester's name and (where available) email or phone, set priority to high for urgent support or billing issues and normal otherwise, and tag the ticket with both the channel (whatsapp, sms, messenger, or instagram) and the classification (support, billing, sales, or feedback).

Then call Slack Send a Message in a designated triage channel that the user picks at setup. The Slack message should include the customer's display name, the channel of origin, the classification, the urgency, the suggested reply, and a direct link to the newly created Zendesk ticket. If the message was classified as spam, skip the Zendesk step and post a short spam note in Slack without a ticket link.

Important constraint: do not send any reply back to the customer through Heyy. This workflow is task-specific, triage and draft only. The suggested reply is shown to the human rep, never auto-sent to the customer, so we stay aligned with WhatsApp's policy against open-ended automated chat.

Inputs the agent should ask me for at setup: which Slack channel to post triage alerts in, which Zendesk group (if any) tickets should be assigned to, and an optional mapping from classification to Slack channel or Zendesk group if I want to route categories separately.