Introduction
The automatic assignment feature streamlines your workflow by assigning new conversations to colleagues automatically.
Instead of manually selecting "Assign" on your dashboard, automation saves time.
You can choose to assign conversations randomly, to specific colleagues, or based on the least workload.
All functionalities of the "Assign Conversation" node
In your automation, you can add an "Assign Conversation" step anytime after the trigger.
If you're new to automation, check our other guides.
Conversation: Defines what Superchat should reference. It will typically reference the trigger ("From New incoming message/conversation").
Action: Choose one of three options:
Assign specific user: Select one or multiple colleagues to assign simultaneously.
Assign any user: Assign to a selected user based on:
Round-robin: Equal distribution of assignments.
Workload: Assign to the colleague with the fewest conversations.
Reset assignment: Clears the current assignment.
User: Optionally, specify which users to assign.
Different ways for implementing your automatic assignment
Now that you know how the "Assign Conversation" node works, it is time to think about ways to implement it that best suits your workflow.
Here are some examples:
Automatically assigning conversations once per contact
Assigning a conversation just once is helpful if your workflow requires one employee to manage the entire customer journey, because the assignment will not be changed.
Create a "New incoming message" trigger and enable the "Trigger once per contact" option.
Add an "Assign conversation" node and set the desired assignment logic.
Automatically assigning every non-assigned conversation
This automation ensures unassigned conversations are assigned to your colleagues when a customer sends a message. It is useful for teams where multiple colleagues handle recurring customers or for reassigning conversations after a previous assignment is removed.
Create a "New incoming message" trigger.
Add a filter for "Assignments" and set it to "has no value" for the first path. This step ensures the automation only proceeds if no assignment exists, and prevents assigned conversations from being reassigned with each new message.
Connect this path to a new "Assign conversation" node and set the desired assignment logic.
Automatically assigning and rerouting conversations to the correct inbox
If you manage multiple inboxes, consider automatically rerouting conversations to avoid having to manually move them. For example, you can provide a menu with buttons, so customers can select which department they want to contact. Their conversation will then be moved to the corresponding inbox and automatically assigned to a team member. In this case, the "Central" inbox is used only to trigger the automation and route customers correctly.
Create a "New incoming message" trigger.
Create a new filter for "Inboxes" and select the inbox where the automation should trigger (we picked "Central").
Use "WhatsApp: Quick Replies" or "WhatsApp: Lists" to create buttons that let customers choose a department.
Create "Move to inbox" nodes to move conversations to the corresponding inboxes, and "Assign conversation" nodes to assign them to your colleagues.
Automatically remove assignment when a conversation is done
You can create an automation to remove the current assignment when you manually mark a conversation as "done" in your dashboard.
This is especially helpful when combined with the "Automatically assign every non-assigned conversation" step, as it ensures that if the customer returns, their conversation will be reassigned to a co-worker.
Create a "Conversation marked as done" trigger.
Add an "Assign conversation" node and select "Reset assignment" as the action.
⚠️ If you’re automatically rerouting conversations to specific inboxes, you can also add a "Move to inbox" node during this step. This ensures the customer is returned to the first inbox when you mark the conversation as done, allowing them to trigger the automation again if needed.
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