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

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