Summary
In Wati's Advanced Chatbot Builder, you can assign a chat to a specific operator or team to streamline customer support and chatbot interactions. This guide explains when and how to use the Assign User and Assign Team nodes.
Note: The Assign User and Assign Team chatbot nodes are available only to Wati customers on the Pro and Business plans.
Instructions
The Assign User and Assign Team chatbot nodes are available only to Wati customers on 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 in:
Keyword Actions
Default Actions
Team Inbox (Trigger Chatbot)
What do the Assign User and Assign Team chatbot nodes do?
Assign User
The Assign User node assigns a chat to a specific operator.
If the selected operator is not part of the current team, Wati automatically adds the operator's team to the ticket's team list.
Astra AI Agents in Assign User
Astra AI Agents may still appear in the Assign User list. Existing chatbots that use an Astra AI Agent through Assign User will continue to work.
For new chatbots, use the dedicated Astra AI Agent node under Use an AI Node.
This makes it clear in the chatbot flow that the conversation ends at that point and is handed over to the AI agent.
Assign Team
The Assign Team node assigns a chat to one or more specific teams.
All members of the assigned teams can view and handle the chat.
Assignment options
When you use the Assign Team node, you can choose how chats are assigned to the selected team:
Direct assignment: Assigns the chat directly to the selected team.
Round Robin: Distributes chats sequentially among eligible members of the selected team.
Round Robin is available on the Business and Enterprise plans.
How to use Assign User and Assign Team nodes in Chatbot Builder
Follow these steps to configure these nodes in Wati's Chatbot Builder:
Create a new chatbot or edit an existing one.
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.
Configure the assignment:
For Assign User, select one operator from the list.
For Assign Team, select one or more teams from the list.
Save your chatbot configuration.
Once configured, Wati automatically assigns chats based on your chatbot flow.
Conclusion
The Assign User and Assign Team nodes help you direct conversations to the right operators or teams. They allow you to include conversation assignment as part of your chatbot workflow and ensure that customer queries are routed to the appropriate support team.
Frequently Asked Questions (FAQs)
Assign User and Assign Team
1. What do the Assign User and Assign Team nodes do?
The Assign User node assigns a chat to a specific operator. The Assign Team node assigns a chat to one or more specific teams.
2. What happens if the selected operator is not part of the current team?
If the selected operator is not part of the current team, Wati automatically adds the operator's team to the ticket's team list.
3. What are the assignment options for the Assign Team node?
The Assign Team node offers two assignment options:
Direct assignment: Assigns the chat directly to the selected team.
Round Robin: Distributes chats sequentially among eligible members of the selected team.
Round Robin is available on the Business and Enterprise plans.
4. Can Astra AI Agents appear in the Assign User list?
Yes. Astra AI Agents may still appear in the Assign User list, and existing chatbots that use an Astra AI Agent through Assign User will continue to work.
For new chatbots, the dedicated Astra AI Agent node under Use an AI Node should be used instead. This node makes it clear in the chatbot flow that the conversation ends at that point and is handed over to the AI agent.
Availability
5. Which plans support the Assign User and Assign Team chatbot nodes?
The Assign User and Assign Team chatbot nodes are available on the Pro and Business plans.
On the Growth plan, Wati prompts you to upgrade if you attempt to use these nodes in supported features. However, you can still build and save chatbots using these nodes in Keyword Actions, Default Actions, and Team Inbox (Trigger Chatbot).