Product
With multiple operators on the same WhatsApp number, Quoting24 assigns new tickets to the best person or team based on request type, company and contact, reducing waits and manual handoffs.
The system intervenes when the first message of a new ticket arrives. It compares information with operators’ skills and configurations and calculates matches.
Auto-assignment applies to the customer’s first messages and stops when there is operator activity on the ticket. If a ticket is unread and unassigned, opening it can automatically assign it to whoever takes it, avoiding double work.
With “Best match” the ticket goes only to the operator with the highest score (ideal for dedicated experts). With “All matches” it is assigned to everyone with at least one match (ideal for flexible teams).
Example: a commercial ticket from company ACME. If Lucia owns both the Commercial type and ACME, with best match only she receives it; with all matches others with a single criterion also receive it.
Marking a ticket as unread removes assignees and returns the request to the team. A configurable safety timeout removes auto-assignment if no reply arrives, so the ticket does not stay stuck.
Admin/member roles, internal notes, customizable notifications and handover shifts support teamwork on one or more numbers.
