In this video, you will learn how to open and assign conversations through flows in Wabb
In WhatsApp Bot Builder (WABB), managing customer interactions effectively is crucial for providing excellent support. You can assign conversations to specific team members or leave them open for any agent. Here’s how to do it:
Assigning Conversations to a Specific Agent
Create an Action Block:
In your flow, click the "+" button to add a new block.
Drag and connect an action block where you want to assign the conversation.
Configure the Action Block:
Click on “Add Action” within the block.
Choose the option to assign the chat to a specific team member.
Select the agent from the list (e.g., Arjun Kumar).
What Happens Next:
The conversation is marked as open.
The chat is assigned to the selected team member.
Automation is paused, allowing for human interaction.
Example Use Case:
If a customer has a complex issue requiring personal attention, assigning it to a specific agent can enhance the customer experience by ensuring they receive tailored support.
Leaving Conversations Open for Any Agent
Set Case as Open:
Instead of assigning to one person, use the action “Set Case as Open.”
This keeps the conversation unassigned but marked as open.
Team Access:
Team members can view unassigned, open chats and take responsibility for responding.
Example Use Case:
If multiple agents are available and a quick response is needed, keeping the conversation open allows any agent to step in and assist promptly.
Direct Assignment Without Flows
Assign to Yourself: Click "Assign me" to open and assign the chat directly to yourself.
Assign to a Team Member: Click "Assign to" on the user card and select a teammate to assign the chat.
Monitoring Conversations:
To effectively manage workload, keep track of assigned conversations. You can periodically review which agents have active cases and adjust assignments as necessary to ensure no one is overwhelmed.
By using these methods, you can efficiently manage conversations in WABB, improving team responsiveness and customer satisfaction. For further assistance, reach out to our support team through the help center chat. They’re ready to help with any inquiries.