Summary
In WATI's Advanced Chatbot Builder, you can assign a chat to a specific user or team to streamline customer support and chatbot interactions. However, these features are only available on the Pro and Business plans. This guide explains when and how to use the Assign User and Assign Team actions, along with setup instructions.
Instructions
Advanced Chatbot Builder is available in the Pro & Business Plan only.
Availability
The Assign User and Assign Team actions are part of WATI’s Advanced Chatbot Builder, which is available only in the Pro and Business plans. If you're on a Growth plan, you can still build and save chatbots using these actions. However, you cannot use them in:
Keyword Actions
Default Actions
Team Inbox (Trigger Chatbot)
Note: If you attempt to use these actions in these features on a Growth plan, WATI will prompt you to upgrade.
What Do the Assign User and Assign Team Nodes Do?
Assign User
Assigns a chat to a specific user (agent).
If the selected user is not part of the current team, WATI automatically adds their team to the ticket’s team list.
Assign Team
Assigns a chat to a specific team or multiple teams.
All members of the assigned team(s) can view and handle the chat.
How to Use Assign User and Assign Team in Chatbot Builder
Follow these steps to configure these actions in WATI’s Chatbot Builder:
Open the Advanced Chatbot Builder.
Select the Assign User or Assign Team action from the left menu.
Drag and drop the action into the chatbot flow.
Connect the action to a Step Node where the assignment should occur.
Alternatively, connect it from the last node in your chatbot flow.
For Assign User:
Select one agent from the list.
For Assign Team:
Select one or more teams from the list.
Save your chatbot configuration.
Once set up, WATI will automatically assign chats based on your chatbot’s flow, improving efficiency in customer support.
Conclusion
The Assign User and Assign Team actions help businesses direct conversations to the right support agents or teams. These features enhance chatbot workflows, ensuring that customer queries are handled by the appropriate personnel. To unlock these advanced chatbot features, upgrade to the Pro or Business plan.
Frequently Asked Questions (FAQs)
General Questions
1. What is the purpose of the Assign User and Assign Team actions in WATI's Chatbot Builder?
→ The Assign User and Assign Team actions help direct conversations to specific support agents or teams. This ensures that customer queries are handled by the appropriate personnel, improving efficiency in customer support.
2. Are these features available on all WATI plans?
→ No, the Assign User and Assign Team actions are only available on the Pro and Business plans. Users on the Growth plan can build and save chatbots with these actions but cannot use them in Keyword Actions, Default Actions, or Team Inbox (Trigger Chatbot) without upgrading.
3. What happens if I try to use these actions on a Growth plan?
→ If you attempt to use these actions in Keyword Actions, Default Actions, or Team Inbox (Trigger Chatbot) on a Growth plan, WATI will display a pop-up prompting you to upgrade to a Pro or Business plan.
Using Assign User and Assign Team
4. How does the Assign User action work?
→ The Assign User action assigns an incoming chat to a specific support agent. If the selected user is not part of the current team, WATI automatically adds their team to the ticket’s team list so they can access the chat.
5. How does the Assign Team action work?
→ The Assign Team action assigns a chat to one or more teams. All members of the assigned team(s) will be able to view and respond to the chat.
6. Can I assign multiple users with the Assign User action?
→ No, the Assign User action allows assigning a chat to only one agent at a time. If you need multiple agents to access a chat, consider using the Assign Team action instead.
7. Can I assign multiple teams with the Assign Team action?
→ Yes, you can assign a chat to one or more teams using the Assign Team action. All members of the selected teams will be able to view and handle the conversation.
Setup and Configuration
8. How do I add an Assign User or Assign Team action to my chatbot?
→ To set up these actions in WATI’s Chatbot Builder:
Open the Advanced Chatbot Builder.
Select Assign User or Assign Team from the left menu.
Drag and drop the action into the chatbot flow.
Connect it to a Step Node where the assignment should occur.
(For Assign User) Select one agent from the list.
(For Assign Team) Select one or more teams from the list.
Click Save to apply the configuration.
9. Can I assign chats dynamically based on user input?
→ No, assignments must be predefined within the chatbot flow. Dynamic assignments based on user input are not currently supported.
10. What happens if an assigned user is unavailable?
→ If an assigned user is unavailable, the chat remains in their inbox until they respond. To ensure timely responses, consider using the Assign Team action so multiple agents can access the chat.