What's New
2021.01.1 - Released on Feb 2021
2020.12.1 - Released on Jan 2021
2020.11.1 - Released on Dec 2020
2020.10.1 - Released on Oct 2020
2020.09.1 - Released on Sept 2020
2020.08.1 - Released on Aug 2020
2020.07.1 - Released on July 2020
2020.06.1 - Released on May 2020
2020.05.1 - Released on May 2020
2020.04.1 - Released on Apr 2020
Types of Messages
Template Message
What are template formatting rules?
What is the difference between template message and session message?
What is the max numbers of template message submission?
What is a template message?
Could I attach a PDF or image into a template message?
Session Messages
Getting Started
WhatsApp Number
Import WhatsApp Chats
How should I choose a phone number for WhatsApp?
Backup WhatsApp Chats
Steps to use phone number that has been registered with Whatsapp Business before
How do I scan the QR Code on WATI Trial?
Can you call the Whatsapp number, that's already registered to use Whatsapp Business API?
How can I create a QR Code for my WhatsApp Number?
Can I get Green Tick Verification on my Personal Number?
Display Name
Introduction
What are the limitations of using WhatsApp Business APIs?
Approve Messaging On-Behalf-Of your brand
How do I get Green Tick Verification for my business?
How long does it take to get approved for WhatsApp Business APIs?
What is the process to get approval for WhatsApp Business APIs?
Creating click to chat link
Facebook Business Manager ID
Facebook Business Verification
Why is Facebook Business Verification required?
What if the 'Start Verification' button is greyed?
How to check whether your business is verified?
What are the steps to get Facebook Business Verification?
What documents are required for Facebook Business Verification?
How can I contact Facebook Team for Business Verification Issues?
Pricing
WATI CRM & APIs
What is the cost for Premium Customer Support?
What is the pricing for WATI CRMs & APIs?
What are the costs for sending messages?
How much is the setup cost for WATI CRM & APIs?
WhatsApp API Gateway
APIs & Integrations
WhatsApp APIs
WATI APIs
Does WATI support Dialogflow Integration?
How can I send WhatsApp Message from Zoho CRM?
What if I need access to more APIs?
Where can I find WATI API Documentation?
Can I send OTP on WhatsApp?
How can I add webhooks using WATI or WhatsApp API Gateway?
Integration
Team Inbox on WATI
Automation - Building a chatbot
Routing
Keyword Action
Flow
Advance flow builder: Update Attribute
How to use Conditions for Flowbuilder
What and how to access Flow Builder?
Advance flow builder: Setup Assign Agent / Assign Team
How to use Questions for Flowbuilder
Advance flow builder: Setup Subscribe or Unsubscribe
Advance flow builder: Webhook
How to build a flow
Reply Material
Default Action
Introduction
Broadcast Messaging & Templates
Broadcast
How do I edit, delete or cancel a scheduled broadcast?
What is a Broadcast History?
What is a broadcast?
How do I add a new Broadcast?
Tips to send personalized media content broadcast to each number
How to send message to someone who is not in the Contact List?
Is there a limit of broadcast messages?
How can I search and filter Broadcasts?
Where can I see Broadcast Statistics & SMS Fallback?
Template Messages
Contact Management
Personalization & Account Management
Operator Management
How to view, search and delete operator?
Detail Access Menu of each Roles
How do I add more agents to my account?
How to add team and assign operator to team?
Account & Billing
How do I unsubscribe from WATI?
How can I download the past invoices?
What are the working hours for WATI Support Team?
How can I manage the billing and payment methods?
Personalize your account
Dashboard and Reports
Mobile Apps
- All Categories
- Personalization & Account Management
- Operator Management
- How to add team and assign operator to team?
How to add team and assign operator to team?
Updated
by Nhi Luong
1 . Why need to have teams?
The "team" in WATI is to divide operators into the different smaller teams. And base on the permission rule, operators who belong to the same team can see each other's ticket and vice versa if the operator doesn't belong to the team, he/she cannot see the ticket of the team.
To check which team can see the current ticket, you can click the "team" button on each ticket

2. How to add a team?
To add a team, the user needs to access the "Operator Management" screen --> "Team" tab.
Then click the "Add team" button.

A popup will be displayed, allows users to fill in "Team Name" and select to check at "Default Team".
After that, please click on the "Add New Team" button.
Note:
- There is only 1 team that can be checked as "Default Team"
- The Default Team can see all messages
- If the team is selected as "Default Team", once the customer starts chatting without any keyword routing to any team, it will be assigned to this Default Team.
- The non-default team(s) can see only messages assigned to their team

3. How to add operators to the team(s) or assign an operator to the team(s)?
To add operators to the teams:
Firstly we access the "Operator Management" screen --> "Team" tab. Then we need to click the three dots button in the right corner of each team and click "Edit Team".

Then a new popup will be displayed. User can edit "Team Name", tick or untick at "Default Team".
Moreover, users can also add one or many operators to the current team.
After that, please click "Save Changes" for the new changes to be applied.

To assign operators to the team(s):
We need to access the "Operator Management" screen. Then in the "Operators" tab, click to edit an operator .
Then type or select the team in the drop-down list and click "Save Changes" to apply the changes.
