Waiting for someone to pick it up
- Hi! Do you have the blue jacket in M?
- Hello?
- Never mind, I found it somewhere else.
No reply. Customer gone.
Every new chat gets an owner.Automatically.
Wassenger hands each new WhatsApp chat to the next available person on your team, in turn. Nobody grabs, nobody waits.
- SASofia AlmeidaAgentSkipped
- MBMarco BianchiAgentSkipped
- PNPriya NairSupervisorSkipped
- JWJonas WeberAgentSkipped
Next chat goes toSofia
A chat nobody takes is a sale somebody else makes.
On a shared number, everyone assumes someone else has it. The customer only sees the silence, and writes to the next shop.
Assigned the moment it arrives
- Hi! Do you have the blue jacket in M?
- Assigned to Sofia automatically
- Yes, one left! Shall I keep it for you?
- Yes please, I’ll pick it up today.
Answered in two minutes. Jacket sold.
Set the rules once. It runs on its own.
Choose who gets chats, what happens when someone logs off and who never gets them. Change any of it whenever you like.
In turn, and fair
Each new chat goes to the person who has had the fewest so far, so the work spreads evenly across the team.
Only people who are there
People who are online always get chats. You decide whether people who are away, unavailable or offline get them too.
Handed on when someone logs off
When a customer writes to an agent who has gone offline, the chat moves to a teammate who is online. Resolved chats too, if you want.
Leave people out
Keep a role, a department or one person out of the rotation, and skip phone numbers that should never be assigned.
Labelled on arrival
Every chat assigned automatically gets the labels you pick, so you can find it and filter by it later.
Or: whoever replies, owns it
Rather pick chats yourselves? The first person to reply becomes the owner. This one is on every plan.
Departments keep each team’s chats together.
Group people into Sales, Support or Billing, or by language. Each person gets a My departments view with the chats of their teams.
How a chat reaches a department
- By hand, from the chat
- In bulk, for many chats at once
- When a deal reaches a stage of your sales funnel
- With a Flow that reads the message and picks the team
- Through the API
Automatic assignment then shares chats across the team. A person can be in several departments.
Four steps on one screen. No code.
Everything happens in your WhatsApp number’s settings, and you can change it again at any time.
- 1Turn it onIn your WhatsApp number’s settings, open Automatic assignment and switch it on. Every new chat with no owner now goes to the next person in turn.
- 2Decide who countsPeople who are online always do. Add people who are away, unavailable or offline if you want them to get chats too.
- 3Choose what happens when someone logs offMove their chats to whoever is online when the customer writes again, resolved chats included if you like.
- 4Leave people out, label the chatsKeep a role, a department or a person out of the rotation, and pick the labels every auto-assigned chat gets.
Included from the Business plan.
What does one unanswered chat a day cost you? Automatic assignment comes with Business, together with departments, analytics and Flows.
- 6 agents included
- Automatic assignment, in turn
- Up to 3 departments
- Analytics and Flows
- Need more? Enterprise has 9 agents, 10 departments and team permissions.
Frequently Asked Questions
Plans, the rotation, departments and what automatic assignment does and doesn’t do.
Which plans include automatic assignment?
Business and Enterprise. Business is $69.90 a month with 6 agents and 3 departments; Enterprise is $99.90 a month with 9 agents and 10 departments. Every plan starts with a 7-day free trial, no credit card needed.
How does it choose who gets the next chat?
In turn. Each new chat goes to the person who has received the fewest new chats so far, among the people who count. People who are online always count; people who are away, unavailable or offline count only if you allow it.
Can it send chats to a department by topic or keyword?
Not on its own: automatic assignment shares chats across the team of a WhatsApp number. To send each chat to the right department based on what the customer writes, add a Flow. There is a ready-made one that reads the message with AI and assigns the chat.
What happens when an agent goes offline?
If you turn on reassignment, when a customer writes to a chat whose agent has gone offline, the chat moves to someone who is online. You choose whether that includes resolved chats, and whether the chat is left unassigned when nobody is available.
Does it take chats away from someone who is handling them?
No. It assigns chats that have no owner. A chat someone assigned by hand in the last 30 minutes, or that your team answered in the last 5 minutes, is left alone. The only exception is the reassignment above, when its agent has gone offline.
Can I keep myself or the admins out of the rotation?
Yes. Leave out whole roles (Admins, Supervisors or Agents), whole departments or specific people, and add phone numbers whose chats should never be assigned.
Does it work in WhatsApp groups?
No. It assigns one-to-one chats with your customers. Group chats are left for your team to assign.
Is there anything on the Professional plan?
Yes: you can make whoever replies first the owner of the chat. It works on every plan, with no rotation to set up.
How does the agent know a chat is theirs?
The chat shows that it was assigned to them automatically, it appears under their chats, and new messages in their chats can notify them on desktop, on mobile and by email.
Stop deciding who takes each chat.
Let Wassenger share them out, so every customer hears back from someone who is there.