The Auto-Assignment feature helps your team save time by automatically routing incoming WhatsApp messages to online agents in real time – reducing manual work and speeding up response times.
🗒️Online agents are the users who have the WhatsApp Conversations page open and active in their browser. If they close the page or become inactive, they’re considered offline and won’t receive new conversations.
⚙️ How Conversations Auto-Assignment Works
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Step 1: Message Received 📩
A customer sends a message via WhatsApp.
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Step 2: Agent Availability Check 🔍
The system checks which agents who are currently online.
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Step 3: Random Assignment 👤
The conversation is randomly assigned to one of the available agents.
🔛 How to Enable or Disable the Feature
To enable or disable the Conversations Auto-Assignment feature:
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Step 1: Go to Account Settings then General
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Step 2: Toggle on the Auto-Assignments switch
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Step 3: Click Update
🗒️Notes:
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Changes take effect immediately.
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Only users with access to Account Settings can manage this feature.
🧭 Routing Logic
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Conversations are assigned randomly, not based on workload, skillset, or priority.
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Offline agents are excluded from the assignment process. Once they return online, they will be included again automatically.
❓ Frequently Asked Questions (FAQs)
How do I enable auto-assignments?
Go to Accounts Settings then General, and toggle on the Auto-Assignments switch to ON.
Can I customize the assignment method (e.g., round-robin or skill-based)?
Not at this time. The current version uses random assignment. We welcome your feedback for future updates!
What happens if all agents are offline?
Conversations will remain unassigned until an agent comes online.
Can agents override the auto-assignment?
Yes, agents can manually reassign conversations at any time through the portal.