Summary
Want chats to be handled by the same agent who previously assisted the customer? This guide walks you through setting up an automation rule in Wati that ensures returning chats are routed to their last assignee - improving consistency and customer experience.
Instructions
Why Use This Feature?
Businesses often prefer continuity in customer interactions. By automatically assigning a chat to the last agent who handled it (excluding bots), you:
Provide a personalized experience for returning customers.
Reduce repetition by letting the same agent continue the conversation.
Steps to set up the rule to assign a chat to the last assignee
1. Navigate to Automations:
Go to Automations → Rules and click the + Create Rules button.
Add a name to the rule.
2. Set the Trigger:
Under Incoming message-based triggers, select New WhatsApp message is received.
3. Add Filters:
Click Add a Filter and apply these conditions:
Contact initiates a new chat
No keyword(s) matches (to exclude keyword-triggered workflows).
4. Configure the Action:
Click Add an Action and choose:
Action Type: Route chat
Routing Dropdown: To last assignee (non-Bot)
5. Save the Rule:
Review your settings and save.
That's it! When a returning customer starts a new chat, this rule will automatically assign the chat to the last agent.
Important Note: This action requires an active 24-hour chat window.
Frequently Asked Questions (FAQs)
General Questions
1. What does the "Assign to Last Assignee" rule do?
→ This rule in Wati automatically assigns a returning customer's chat to the last agent (non-bot) who assisted them. It helps maintain conversation continuity and provides a better customer experience.
2. Why should I use this rule?
→ Using this rule ensures that returning customers can continue their conversation with the same agent. It reduces repetition and provides a personalized support experience.
3. Where can I create this rule in Wati?
→ You can create this rule by going to Automations → Rules in your Wati dashboard and clicking the + Create Rules button.
Rule Setup Questions
4. What trigger should I select when creating this rule?
→ You should select New WhatsApp message is received under Incoming message-based triggers.
5. What filters should I apply for this rule?
→ Add the following filters:
Contact initiates a new chat
No keyword(s) matches (to avoid triggering the rule for keyword-based workflows)
6. What action should I configure in the rule?
→ Under Action Type, select Route chat, and in the Routing Dropdown, choose To last assignee (non-Bot).
7. Do I need to save the rule after setting it up?
→ Yes, after configuring the trigger, filters, and action, review your settings and click Save to activate the rule.
Limitations and Requirements
8. Does this rule work outside the 24-hour chat window?
→ No, this rule only works if the chat is within the active 24-hour window.
9. Will the rule assign chats handled by bots to the same bot?
→ No, this rule assigns the chat to the last human agent only. It excludes bots from the assignment.
10. Can I combine this rule with other filters?
→ Yes, you can add more filters depending on your specific requirements, such as user attributes or message conditions.