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. This guide explains when and how to use the Assign User and Assign Team nodes, along with setup instructions.
Note: Assign User and Assign Team chatbot nodes are available only to Wati customers on Pro and Business plans.
Instructions
Availability
The Assign User and Assign Team chatbot nodes are available only in the Pro and Business plans.
If you attempt to use these nodes in these features on a Growth plan, Wati will prompt you to upgrade.
If you're on a Growth plan, you can still build and save chatbots using these nodes:
Keyword Actions
Default Actions
Team Inbox (Trigger Chatbot)
What do the Assign User and Assign Team chatbot 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 nodes in Chatbot Builder
Follow these steps to configure these nodes in Wati’s Chatbot Builder:
Open the Advanced Chatbot Builder.
Select the Assign User or Assign Team node from the left menu.
Drag and drop the node into the chatbot flow.
Connect the node 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 nodes 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.
Frequently Asked Questions (FAQs)
Availability and access
1. What are the Assign User and Assign Team chatbot nodes?
The Assign User and Assign Team chatbot nodes are chatbot nodes that automatically route chats to specific users or teams. They help ensure customer conversations are assigned to the appropriate support personnel.
2. Which Wati plans support the Assign User and Assign Team chatbot nodes?
The Assign User and Assign Team chatbot nodes are available only on the Pro and Business plans.
Assignment behavior
3. What does the Assign User chatbot node do?
The Assign User chatbot node assigns a chat to a specific user or agent. If the selected user is not part of the current team, Wati automatically adds that user's team to the ticket's team list.
4. What does the Assign Team chatbot node do?
The Assign Team chatbot node assigns a chat to one or more teams. All members of the assigned team or teams can view and handle the chat.
Configuration
5. How do I configure an Assign User or Assign Team node in the Advanced Chatbot Builder?
To configure an Assign User or Assign Team node:
Open the Advanced Chatbot Builder.
Select Assign User or Assign Team from the left menu.
Drag and drop the node into the chatbot flow.
Connect the node to a Step Node or to the last node in the chatbot flow.
Select the user or team.
Save the chatbot configuration.
6. How many users or teams can be selected in an assignment node?
The Assign User node allows you to select one user. The Assign Team node allows you to select one or more teams.
Benefits
7. Why should I use Assign User and Assign Team chatbot nodes?
Assign User and Assign Team chatbot nodes help route conversations to the appropriate agents or teams, improving chatbot workflows and ensuring customer queries are handled by the right personnel.