You can assign a conversation to team members using the “Team” step. In this step, you select the team that will handle the conversation. We will auto-assign a user from the selected team according to the team’s assignment rules. You can also add or replace conversation and contact tags with this step.
To configure this step:
- Click WhatsApp > Messaging Flows on the left menu.
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Edit or create a new Messaging Flow.
- If editing a flow, click a flow > Update > Steps. Click a node (+) in the builder where you want to place the action. A modal window will appear. Click the "Team" option, then click the “Add” button
- If creating a new flow, click “New Messaging Flow.” Give your flow a short and descriptive name, then set up the trigger. Click “Steps” to navigate to the Flow builder. Learn more about creating WhatsApp flows
- Add the “Team” step to your flow.
- In the “Team” modal that appears:
- Click the pencil icon and give your step a name. We recommend using unique names that are short and descriptive
- Select the team that should be assigned the conversation
- Optional - add conversation and contact tags:
- Click the “Append tags?” toggle to add additional conversation or contact tags. Note that if you do not click this toggle, then any tags you add here will replace existing ones
- Click the conversation tags dropdown and scroll or type the tag(s) you want to use
- Click the contact tags dropdown and scroll or type the tags you want to use
- Once you're done building your flow, click the "Publish" button to make the flow active.