Why it matters
Assigning responses from a campaign to a designated user ensures that follow-up communication is handled consistently and efficiently. This helps teams manage workload, maintain accountability, and improve response times.
Key Concepts
Response trigger: An automation that activates when a contact replies to your campaign.
Assign user action: A follow-up action that routes the conversation to a selected team member.
Automation: A rule that performs actions automatically based on defined triggers.
Step-by-Step: Assign Campaign Responses to a User
Create or open your campaign.
Complete the Basic info, Audience, and Message sections.
Go to Automations.
Scroll to the Automations section in your campaign editor.
Click Add trigger.
This opens the trigger creation modal.
Select Response Trigger.
Choose Response trigger to automate actions when a contact replies.
Open the Select action type dropdown.
This displays available follow-up action options.
Choose Assign user.
Select Assign user as the action the system should take when a response is received.
Select the user.
Choose the team member who should receive the assigned conversations.
Click Save trigger.
Your automation is now active for this campaign.
Tips and Best Practices
Assign responses to the team member most familiar with the campaign content.
Review existing automations to avoid conflicting assignment rules.
Use response triggers alongside keyword triggers when different replies require different handlers.
Test your campaign with a small audience before launching widely.
Troubleshooting
Issue | Possible Cause | Fix |
User not appearing in dropdown | User may not have access or required permissions | Confirm the user has access to conversations in Whippy. |
Trigger not saving | Required fields not completed | Ensure a user is selected before saving. |
Responses not assigned | Automation created after responses were received | Automations only apply to new responses. Create automations before sending. |