How to assign conversations from your WhatsApp inbox

Assigning WhatsApp conversations to the right team or team member is crucial for efficient support and for ensuring that customers receive timely, accurate responses. ActiveCampaign offers several ways to manage conversation assignments, including manual assignment, default assignees, and automatic assignment based on first responder.

This article explains different conversation assignment methods and the benefits of these features.

Manually assign a team or team member to a conversation

Sometimes, a conversation may require the expertise of a specific team or team member. In such cases, you can manually assign the conversation to ensure it is handled appropriately. Follow these steps to manually assign a conversation:

1. Go to the WhatsApp inbox (click WhatsApp > Inbox) and select the conversation you want to assign. 
2. In the right sidebar, find the ‘Assigned to’ section and click on the + icon.
    
   
3. Use the dropdowns to choose the team or team member you want to assign the conversation to. 
4. Click on “Save” to confirm the assignment.

Default assignees

A default assignee is a team member who is automatically assigned to a conversation whenever a specific contact initiates a chat. This feature is particularly useful for maintaining continuity and ensuring that customers always interact with the same representative, such as a Key Account Manager (KAM).

How to set up a default assignee

To set up a default assignee for a contact, follow these steps:

1. Go to the WhatsApp inbox (click WhatsApp > Inbox) and select the conversation you want to assign a default assignee to.
2.  In the right sidebar, click on the “Contact” tab. 
3. Find the “Contact Owners” section and click on the + icon. 
4. Use the dropdown to select the team member who should be the default assignee. 
5. Click on “Save” to confirm the default assignee.

Scenarios for using default assignees

• Key Account Management
  If you are the Key Account Manager (KAM) for a customer, you may want to remain their primary point of contact. Setting yourself as the default assignee ensures that you handle all interactions with that customer.
• Specialized Support
  If a contact requires specialized support, you can assign the conversation to a team member with the necessary expertise.
• Customer Relationships
  Maintaining consistent communication with the same representative can help build stronger customer relationships and improve satisfaction.

Interaction with Flow assignments

When a conversation is assigned via a flow step (either the “Conversation” or “Team” step), the user(s) assigned by the flow and the contact owners will be added simultaneously. This ensures that the default assignee remains involved in the conversation, even if additional team members are assigned through automation.

Automatic assignment based on the first responder

ActiveCampaign offers a feature that automatically assigns the first responder to a conversation as the contact’s default assignee. This is particularly useful for sales teams, but can also benefit support teams.

How to set up automatic assignment

1. Navigate to Inbox Settings (click WhatsApp > Settings > Inbox settings).
2. Find the setting called “Assign first responder as the contact’s default assignee?” and toggle it on. 
3. Click on “Save changes” to apply the setting.

Benefits of using automatic assignments

• Consistency
  Ensures that the same team member handles all interactions with a contact to provide a consistent experience.
• Efficiency
  Reduces the need for manual assignments, saving time and effort.
• Accountability
  Clearly identifies the team member responsible for each conversation, improving accountability and follow-up.