In this video, you will learn how conversation assignment works in Wabb
The assignment system is designed to help you organize and assign chats to team members based on their roles, permissions, and workloads. With this system, you can filter and assign chats seamlessly to ensure smooth handling of customer queries.
Accessing the Assignment Filter:
Navigate to the Chat Interface:
At the top of your chat interface, you’ll see two options—one of them being the assignment filter.
Screenshot showing the chat interface with the assignment filter highlighted in the upper section.
Filter Chats:
Use the filter to switch between the following categories:
All Chats
Mine Chats
Unassigned Chats
Screenshot displaying options within the assignment filter dropdown, including All, Mine, and Unassigned.
Understanding the Chat Categories:
All Chats:
This section shows all conversations currently happening in your business’s WhatsApp account, sorted from the newest to the oldest.
Mine Chats:
If you’re logged in as a business owner or team member, this section will show only the chats assigned to you. For example, once a conversation is assigned to you, it will appear in this list.
Unassigned Chats:
This section contains all chats that haven’t been assigned to any team member yet. You can easily assign them to yourself or another team member.
Assigning Chats:
Assigning to Yourself:
When you open an unassigned chat (e.g., with Ram), you’ll see the user card on the right side, displaying key details.
If the conversation is unassigned, click on "Assign to me". The chat will now appear in your My Chats section, and an icon will indicate that it is assigned to you.
Screenshot of the user card showing the "Assign to me" button for unassigned chats.
Assigning to Another Team Member:
If you want to assign the chat to another team member (e.g., Arti), you can select her name from the company list and assign the conversation to her. The chat will move out of your list and be transferred to Arti’s ownership.
Screenshot displaying the dropdown menu with options for assigning a chat to a specific team member.
Managing Team Permissions:
Defining Permissions:
When adding a team member, you can set specific permissions to control what they can access. For example, if Arti only needs access to her assigned chats, you can adjust her permissions so that she can’t see "All Chats" or "Unassigned Chats". She will only see conversations specifically assigned to her.
Screenshot showing the permissions settings available for team members, allowing control over access to various chat types.
Full Permissions:
Alternatively, if a team member needs full visibility, you can grant them permission to view all assigned and unassigned chats, providing more control over the conversations.
Pausing Automation:
Pausing When You Send a Message:
As soon as you send a message in a chat, the automation is paused for 60 minutes. This gives you time to handle the customer query manually without interference from the bot.
Resuming Automation:
Once the query is resolved, you can mark the conversation as completed, and the bot will take over again, resuming automation for that chat.
Screenshot showing when chat is marked as open, automation will be turned off by default for 60 mins.
Reassigning Chats:
Reassigning Manually:
If a chat is already assigned to a team member, it won’t switch to you automatically if you interact. The conversation will stay assigned to the original person (e.g., Arti) unless you manually remove the assignment. After removing the assignment, you can start typing, and the chat will be reassigned to you.
With the assignment system in WhatsApp Bot Builder, you can manage chats more efficiently, ensuring that each team member handles their own conversations. Whether you’re reassigning, pausing automation, or controlling team permissions, this feature keeps your workflow organized and your team productive.
If you have more questions or need further assistance, feel free to reach out to our support team.