In turn, by itself
The person with the fewest new chats gets the next one, so the work evens out over the day without anyone keeping count.
Auto-assignment
Who takes this one? Nobody has to ask.
Three messages land at once and the team looks at each other. WaliChat hands each new chat to the next person in turn, by itself.
7 days free · No credit card · Cancel anytime
New chats
- Andrés CastilloCan you fix a flat tyre today?WaitingSara
- Lucía HerreraIs my bike ready to pick up?WaitingMarco
- Jorge MéndezHow much is a full service?WaitingAnaSara
Team
- SaraOnline012
- MarcoOnline01
- Ana010
Nobody is assigned, so three customers wait while the team works out who answers.One each: every chat went to the person with the fewest, among the people online.Ana is away, so she is skipped. Her chat goes to Sara, who had the fewest.
Fair turns, without a rota.
Each new chat goes to whoever has had the fewest, among the people you choose.
Away? The chats move on
Choose whether people who are away, unavailable or offline get chats. When someone logs off, a customer who writes again can be passed to someone online.
Hands off what is taken
A chat someone assigned by hand in the last 30 minutes, or answered in the last 5, is left alone.
Leave people out
Keep a role, a department or a person out of the turns, or numbers whose chats should never be assigned.
Labelled on the way in
Chats assigned this way can get the labels you pick, so you can find them later.
Set the turns once. They run every day.
Four choices in your WhatsApp number’s settings, and new chats start finding their person.
Turn it on
In your number’s settings, open Automatic assignment and switch it on. Every new chat without an owner goes to the next person in turn.
Decide who counts
People who are online always do. Add people who are away, unavailable or offline if they should get chats too.
Choose what happens when someone logs off
Pass their chats to whoever is online when the customer writes again, resolved chats included if you like.
Leave people out, label the chats
Keep a role, a department or a person out of the turns, and pick the labels every chat assigned this way gets.
Included from the Business plan.
On any plan, whoever replies first can become the owner of the chat. Turns that run by themselves come with the plans built for a team.
Need rules for who sees which chats? Enterprise adds team permissions and more agents.
Business6 agents included
$69.90/month
- 3 departments
- Busy, follow-up and missed-call replies
- The shared inbox, notes and filters
7 days free · No credit card · Cancel anytime
Questions about auto-assignment
Which plans include auto-assignment?
Business ($69.90 a month) and Enterprise ($99.90 a month). Every plan starts with a 7-day free trial, with no credit card.
How does it choose who gets the next chat?
In turn. Each new chat goes to the person who has had 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 based on what the customer writes?
Not on its own: auto-assignment shares the chats of a WhatsApp number across its team. To send each chat to the right department by what the customer writes, add a Flow that reads the message and assigns the chat.
What happens when someone goes offline?
If you turn on reassignment, a customer who writes to a chat whose owner has gone offline is passed 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 the owner has gone offline.
Can I keep myself or the admins out of the turns?
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.
Is there anything on the Professional plan?
Yes: you can make whoever replies first the owner of the chat. It works on any plan, with no turns to set up.
How does someone know a chat is theirs?
The chat shows that it was assigned automatically, and it appears under their own chats.
Let every new chat find its person.
One WhatsApp for your team. Customer context and AI help, together.
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