Assign Chat

The Assign Chat feature allows you to transfer an ongoing WhatsApp chat session to another team member directly within the chat interface. Whether a shift change is happening or specialized support is needed, this tool ensures customer interactions continue without disruption.

Example:

Mark, a sales executive, is chatting with a client but needs to leave for a meeting. He wants his teammate Martha to take over. Using the Assign Chat feature, he assigns the conversation to her in just a few clicks.

How to Assign a Chat:

1. Click the Assign/Discuss icon within the chat.

1. Choose the Assign option.

2. In the Assign To field, select the user type you wish to transfer the chat to (e.g., User or Manager).

3. In the Select User field, select the user you wish to transfer the chat to (e.g., Martha).

1. Click Assign.

What Happens Next:

• Martha receives a notification: “Mark has sent you a chat assignment request.”

• She can choose to Accept or Reject the request.

• If accepted, the chat is reassigned, and Martha can continue the conversation with the client.

• A system-generated Engagement Tracking Record is always created automatically in the background and updated with all relevant details.

• If Martha rejects the request, a popup will appear prompting her to provide a valid reason for the rejection (e.g., In a meeting, Not available, Handling priority issue, etc.).

Withdrawing a Request:

• If Mark decides to cancel or withdraw the assignment request before it is accepted or rejected, he can choose to withdraw the request.

• Upon withdrawal, a popup will appear, prompting Mark to provide a reason for canceling or withdrawing the request (e.g., No longer needed, I resolved it myself, etc.).

• Once withdrawn, the assignment is canceled or withdrawn, and the Engagement Tracking Record is updated accordingly.

Auto Timeout for Requests

• You can configure an auto timeout period in the CRM settings.

• If the recipient doesn’t respond within the configured time (e.g., 2 minutes), the request status will change to Timed Out, and the request will be canceled automatically.

• You can configure the timeout values from the Configurations section:

1. Go to Configurations.

2. Select the WhatsApp Preferences tab.

3. Under this tab, you’ll find a dedicated section called Assign/Discuss Settings.

Assign Request Timeout Duration – The duration after which a pending assign request will expire if not accepted or rejected.

Quick Assign: Bulk Assignment Without Request

Note:

• You can also directly assign chat sessions to other users without sending an assignment request by using the OOB (Out-of-the-Box) Assign button.

• Always prefer using this OOB Assign button over the Assign/Discuss button in the chat UI whenever you want to assign chat sessions in bulk.

(For example, when an employee from your organization is leaving and wants to transfer or assign all their chat sessions to another user, they can directly use this feature.)

How to Assign Chats Using the OOB Assign Button:

1. Navigate to Chats → Chat Sessions.

2. Select the chat sessions you want to assign by ticking the checkboxes next to them.

• Click on the three dots. Select Assign Chat Sessions from the dropdown.

• Choose the user you want to assign the chats to.

• Click Assign.

• The chat sessions will be assigned directly to the desired user without requiring any approval or additional requests.

• For example, assigning 50 chat sessions will create 50 Engagement Tracking Records—one per chat session.