Create teams for WhatsApp Messaging

With ActiveCampaign, you can create different teams to handle incoming WhatsApp messages. This makes it easy to route different types of messages (support, sales, etc) to the appropriate group of people. 

In this article, you’ll learn how to create, edit, and delete a team.

Create a team

From your ActiveCampaign account:

1. Click WhatsApp > Settings on the left menu.
2. Click “Teams.”
3. Click the “+ New team” button.
4. Complete the information on the next page, including:
   • Team name - For example, Marketing, Sales, etc.
   • Users & Permissions - Click the dropdown or type user names into the field provided. These users are part of the team you’re creating
   • Select an assignment strategy - You can choose from round robin, least busy, or use the default:
     • Round robin - Assigns users in a round robin fashion, starting from the first to the last, then back to the first
     • Least busy - Assigns the user with the least active conversation (those in “New” or “In progress”
     • User default: Always assigns the same user. If you select this option, a dropdown menu will appear where you can select the default assignee
   • Optional - Click the reassignment toggle to set it to the “On” position (only available if you select Round Robin or Least Busy). This option reassigns the conversation to another person if the original agent was not able to answer the conversation within a period of time you set
5. Click the “Create” button.

Your new team will appear on the Teams page. From here, you can update or delete the team.

User Online/Offline status and assignment

When you use round robin or least busy as your team's assignment strategy, the User Online/Offline feature determines which agents are available to receive new conversations.

The User Online/Offline feature requires two steps to set up. An admin enables it at the account level in inbox settings, then agents can toggle their status between online and offline from their WhatsApp inbox. This ensures conversations are routed only to available team members.

Enable Online/Offline setting for your account

From your ActiveCampaign account:

1. Click WhatsApp > Settings. 
2. Click “Inbox settings.”
3. Under “Enable User Online/Offline,” click the toggle to turn it on.
4. Click the “Save changes” button.
5. After enabling the Online/Offline status, you must choose what happens to a conversation assigned to the team when all members are marked as Away. To do so, click Settings > “Teams” > “Update” next to the team(s) you want to update, then scroll down to “When nobody is available,” and choose one of the following options:
   • "Assign to everyone": assign the conversations for all team members so anyone can pick up.
   • "Assign to default assignee": assign the conversation to the team's default assignee.
   • "Do nothing": Leave the conversation unassigned and post an in-chat note.    
     
     
      
6. Click the “Update” button.

Set your Online/Offline status

From your ActiveCampaign account:

1. Click WhatsApp > Inbox on the left menu.
2. At the top of the Inbox window, next to the “+” button, click "Online" or "Offline" to update your status.

Your status is saved until you change it again.

How the status affects assignment

When a new conversation is assigned to your team:

• Round robin skips any agent with an offline status and moves to the next available online agent in the rotation.
• Least busy only considers agents who are currently online when determining who has the fewest active conversations.

If all agents on a team are offline, new conversations will wait in the queue until an agent comes back online.

Online/Offline notes

• Only agents can change their own status. Team managers and account admins cannot change an agent's status on their behalf
• Agents who set themselves to offline will be skipped when new conversations are assigned
• There is no automatic detection that sets an agent to offline based on inactivity or working hours. Agents must update their status manually
• The User Online/Offline status is separate from working hours. Working hours set a schedule for your whole account. User Online/Offline is set by each individual agent in real time
• A reporting dashboard for tracking agent availability is not currently available

Edit or delete a team

From your ActiveCampaign account:

1. Click WhatsApp > Settings on the left menu. 
2. Click “Teams.” 
3. To update a team:
   • Locate the team you want to update, then click “Update”
   • Edit the information on the page
   • Click the “Update” button
4. To delete a team:
   • Locate the team you want to remove, then click “Delete”
   • Click “Yes, delete” in the confirmation modal