How to Assign WhatsApp Chats to Sales Agents
Fast, clear ownership is the difference between a lead that converts and one that waits.
Manual assignment
A manager or the first person to see the chat assigns it. Simple, but slow at peak times.
Online-first auto-assignment
New chats go to an agent who is currently online, preferring the one with the fewest open chats. In Comzun this is a setting in the workspace.
Team routing
Chats go to a team, such as a branch or product line, and any available team member picks them up.
Which to use
- Small team, steady volume: online-first auto-assignment
- Specialised products or branches: team routing
- High-value leads: auto-assign, then a manager reviews
Transfers
Agents can transfer a chat to a colleague; notes travel with it, so the customer never repeats themselves.