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Team & assignment

With multiple operators on the same WhatsApp number, automatic assignment sends new tickets to the best person or team — based on request type, company and contact — so manual triage disappears and wait times drop.

  • Starts on the first message of a new ticket
  • Criteria: type, company and contact
  • Rules: Best match or All matches
  • Only if an eligible owner is available (online, unless offline is allowed)
  • Maximum wait time and first reply that claims the ticket

Try it: enable the rules, choose Best match or All matches, and set the maximum wait time.

When it kicks in

The system runs on the first message of a new ticket. It compares ticket info with responsibilities on type, company and contact, then assigns using the chosen rule.

Auto-assignment applies to the customer’s first messages and stops when there is operator activity. If you open an unassigned request with Assign on open, whoever opens it can take ownership — no double work.

  • Match on request type
  • Match on the contact’s company
  • Match on contact (dedicated owner)

The ticket shows the Auto chip and the best-match operator.

Best match or all matches

With Best match the ticket goes only to the highest score — ideal for dedicated experts. Example: Commercial ticket from ACME Corp — Lucia has type + company, Anna type only, Marco company only → only Lucia gets it.

With All matches everyone with at least one shared responsibility is assigned — ideal for flexible teams. Same example: Anna, Marco and Lucia, with the Auto chip in the header.

Same ACME/Commercial ticket: with All matches, Anna, Marco and Lucia get it.

Availability and maximum wait time

By default automatic assignment runs only if at least one responsible operator is online or inactive. You can also allow offline users. You can still assign manually, to everyone, or choose None.

A configurable maximum wait time (default 15 minutes) clears automatic assignment if nobody replies: the request becomes unassigned and visible to everyone.

With no eligible online owners (and offline assignment off), pickup stays manual.

First reply claims the ticket

If the ticket is Auto-assigned to several operators, the first staff reply claims it: others are removed and one owner remains. No overlap, always clear responsibility.

In Settings → Assignment the admin enables the rules, chooses the mode, sets the maximum wait time and defines who handles Private contacts and contacts without a company. Type, company and contact ownership is configured in those sections.

Reply: other Auto assignees leave and one owner remains.

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