Auto Assign Card (WhatsApp Only)

Supported Platforms: Currently available on WhatsApp only. Other platforms will be supported in the future.

If you're interested in using this feature, please contact your Omnichat consultant or Customer Support Team from the webchat plugin on our official website.

This card works with Auto Assign, but the trigger behavior is different.

• Auto Assign is triggered by user input, such as a customer typing particular keywords or scanning a QR code, and automatically assigns the customer to a specific agent.

• This card, on the other hand, is triggered when a customer clicks a button in your chatbot.

For example, if you want customers to type the word, "Omnichat", and be automatically assigned to a salesperson, use the Auto Assign feature.

If you'd prefer customers to click a button in the chatbot to trigger auto assign, this card is the better choice. It automatically assigns the customer to a designated team agent once the button is clicked.

How to Set Up

Preparation Step

Before setting up, please refer to this tutorial to set the trigger rule on the Auto Assign page.

Please note that since this card is triggered by customers clicking a button, no matter what keywords you set in the rule, those keywords will not affect the trigger. As long as the customer clicks the button, the card will be activated.

Even so, we recommend setting a difficult-to-trigger keyword to avoid accidental activation by customers.

Step 1: Create a Chatbot Supported Only on WhatsApp

Create a Chatbot First

Step 2: Create a Auto-assign Block

Then Create a Block

Step 3: Select Auto Assign Group and Rule

Select the preset auto assign group and rule from the dropdown menu you'd like to trigger.

Select Auto Assign Group and Rule

If you're not sure about the group title or rule ID, you can refer to Auto Assign page to check them.

Check Group Title and Rule ID

You can also choose to add a new group from the dropdown menu.

Add a New Group

Finished! 🎉

Use Case

Below is a use case demonstrating how to set up this card. It shows when customers click the "Contact Support" button, they will be automatically assigned to the salesperson specified in the auto assign rule.

Preparation Step: Set a trigger rule on the Auto Assign page.

We set the rule to automatically assign customers to the salesperson "Steph Salesperson" when this card is triggered.

Trigger Rule

Step 1: Create a chatbot supports only on WhatsApp

Step 2: Create an Auto assign block and select the preset group and rule

Step 3: Add a Text card to guide customers to click the "Contact Support" button

Step 4: Set the button's "Actions Upon Clicking" in the Text Card to trigger the Auto Assign Card.

Step 5: Add a Text Card after the Auto Assign Card to confirm salesperson assignment.

Add another Text Card below the Auto Assign Card. This card will be shown after the auto assign rule is triggered to inform customers they have been assigned to the salesperson.

This is how the chatbot will be displayed on the customer's side:

Trigger Process

This is what you'll see in the Omnichat console. As shown, this customer has been assigned to "Steph Salesperson".

Customer has been assigned to Steph Salesperson

Important Notes When Using This Card:

• Before setting up, please make sure your chatbot is set to support only WhatsApp. If other platforms are included, this card will not be triggered.