Wati's chat assignment features help distribute incoming chats among team members so conversations are handled efficiently and workloads are balanced.

You can use:

You can configure Round Robin in three ways:

Round Robin chat assignment distributes incoming chats among eligible team members in a sequential order.

When a new chat is assigned to a team with Round Robin enabled, Wati assigns it to the next eligible team member in the rotation. This helps distribute conversations evenly across the team.

Load-Based Routing assigns an incoming chat to the eligible online team member with the lightest workload instead of following a fixed sequence.

When a new chat arrives in a Team Inbox with Load-Based Routing enabled:

This approach helps distribute chats based on each team member's current workload.

Auto Reassign with No Response automatically reassigns a chat when the assigned team member does not respond within a configured time window.

This helps prevent chats from being missed or left unanswered when an assigned team member does not respond.

When a chat is assigned to a team member through Round Robin:

You can configure Round Robin chat assignment in three ways:

Choose the method based on how you want chats to be routed and when you want the assignment to occur.

When a new chat starts:

When chats are assigned directly to a team member through Default Actions, some automations may not run as expected if they require the chat to first be assigned to the bot.

If you need automations or chatbot logic to run before assigning the chat to a team member, use the Chatbot Flow method.

You can use a Chatbot Flow when you need to run chatbot logic or other actions before assigning the chat.

When the chatbot assigns a chat to a team:

You can use Default Actions and Chatbot Flow settings together or separately.

You can use Rules to route specific incoming chats to a team based on a trigger and optional filters. Round Robin can then distribute the routed chat among eligible team members in that team.

For example, you can create a rule that triggers when a customer sends an incoming WhatsApp or Instagram message and use filters to narrow down which chats should be routed.

To configure Round Robin assignment through Rules:

When configuring chat assignment through a Chatbot Flow or Rule, you can customize the assignment method and control which team members are eligible to receive chats.

You can configure the following assignment options:

You can also control which team members can receive chats:

These settings are the same whether you configure the assignment through a Chatbot Flow or a Rule.

Once the chat is routed to the selected team, the configured Round Robin assignment logic can distribute the chat among eligible team members in that team.

Both options distribute chats among team members, but they use different assignment logic.

Use Round Robin when you want a predictable, sequential distribution. Use Load-Based Routing when you want assignments to reflect the team's current workload.

Auto Reassign with No Response works with chats assigned through Round Robin.

For example:

This helps ensure that an unanswered chat does not remain with an unavailable or unresponsive team member.

Keep the following points in mind when configuring chat assignment.

Round Robin and Load-Based Routing apply when a chat is assigned to a single team.

Chats assigned to multiple teams are not distributed through these routing methods.

Admins can be included in the Round Robin assignment pool by enabling the option to include admins.

If the option is disabled, admins are not included in the Round Robin assignment pool.

The Skip users that are offline during assignment setting controls whether offline users can be included in the assignment.

When enabled, offline users are skipped during assignment.

When configured through Default Actions, assignment behavior can be affected by working hours and related settings.

If you need assignment logic to run outside standard working hours or during Holiday Mode, use a Chatbot Flow to control the assignment.

If a chatbot or automation is triggered before the assignment takes place, its routing or assignment action can determine what happens to the chat.

Consider the order of your automation logic when configuring chat assignment.

Chats that are manually assigned to a team member are not redistributed by Round Robin simply because Round Robin is enabled.

The behavior of reopened chats depends on how the chat was previously assigned and the settings controlling expired or closed chats.

If Expired or Closed chat will not be assigned to Bot is enabled, the previous assignee can remain unchanged instead of applying a new Round Robin assignment.

Use Round Robin when:

Use Load-Based Routing when:

Use Rules when:

Wati provides multiple ways to distribute incoming chats across your team.

Round Robin assigns chats sequentially, while Load-Based Routing assigns chats based on the current workload of eligible online team members. You can configure Round Robin through Default Actions, Chatbot Flows, or Rules, depending on how you want to route conversations.

Auto Reassign with No Response adds another layer of protection by automatically moving a Round Robin chat to the next eligible team member when the original assignee does not respond within the configured time.

Together, these options help teams distribute conversations effectively and reduce the risk of chats being left unanswered.

Round Robin chat assignment distributes incoming chats among eligible team members in a sequential order. Each new chat is assigned to the next eligible team member in the rotation.

Round Robin assigns chats sequentially to the next eligible team member in the rotation. Load-Based Routing assigns chats to the eligible online team member with the lowest number of open tickets.

If all eligible operators are at maximum capacity, the chat is assigned to the bot.

Auto Reassign with No Response automatically reassigns a chat when the assigned team member does not respond within the configured time window. For Round Robin assignments, the chat is reassigned to the next eligible team member in the queue.

Admins can be included in the Round Robin assignment pool by enabling the option to assign chats to admins. The Skip users that are offline during assignment setting controls whether offline team members can receive assignments. When this setting is enabled, offline users are skipped.

Yes. A chatbot or automation triggered before assignment can determine how the chat is routed or assigned. Manually assigned chats are not redistributed by Round Robin simply because Round Robin is enabled.