Chat Routing

Route incoming WhatsApp chats to the right team and agent, including round-robin assignment.

• Round Robin Chat Assignment: Auto-Assign Chats to Your Team: Automatically share incoming WhatsApp chats across your team so every customer reaches an available agent. Set up your team once, then pick how chats get handed over.
• Create a Team and Add Your Agents: Set up a team in WhatChimp as a User Permission role, then add agents to it. This is the foundation for round-robin chat assignment.
• How Agents Set Their Availability: Each agent can turn their support availability on or off from their profile. Round robin only assigns chats to available agents.
• Control Which Chats Each Agent Can See: Decide whether an agent sees only the chats assigned to them, or can switch between their chats and all chats. Set per agent with the Allow Only Assigned Chat toggle.
• Round Robin on Any Message (No Match Reply): Assign every incoming WhatsApp message to a team and round-robin it to an available agent, using the No Match Reply.
• Round Robin on a Keyword: Route customers to the right team based on the keyword they send, then round-robin the chat to an available agent.
• Round Robin on a Button Click: Let customers pick their department from a menu of buttons, then round-robin their chat to an available agent in the team they chose.