WhatsApp Co-Existence Auto Assign to Specific Teammate

When no assignee is configured, all synced WhatsApp Coexistence conversations will automatically enter the "Open-Live Chat"queue.

Set up assignment

1. click "Edit Assignment"

Initial State: Defaults to "Unassigned." Once an assignee is set, it cannot be reverted to "Unassigned"—a team member must be assigned.

2. Select a person to auto assign

• One Person Per Number: Each WhatsApp Business App phone number can only have one designated owner/assignee.

• Eligible Roles for Assignment: Team members with the following roles can be assigned:

  • Admin

  • Manager

  • Customer Service Manager

  • Customer Service

  • Sales Manager (OMO only)

  • Salesperson (OMO only)

• OMO Constraint: If the assignee is a Sales Manager or Salesperson, selecting a bound OMO branch is mandatory.

Trigger Conversation Transfer Upon Editing

1. Automatic Transfer: After modifying the assignee, the system will automatically transfer all WhatsApp Coexistence conversations to the newly assigned person.

2. Conversation Status: Following the transfer, the conversation status will remain in its original state without any status changes.

3. Omni-Channel Link Report (OMO Binding Event Log):

   • Type 9: WhatsApp Coexistence Auto-Assignment

4. Notification Prompt (Sent to the New Assignee): Only a single aggregated notification will be sent.

   • Prompt Message: "{Original Follow-up Person} ({Role}) has transferred N events to you."

   • Processing Mechanism: If there is a massive volume of conversations to be transferred, the system will send one notification for every maximum limit of 1000 records. Conversations will also be batch-updated.

WhatsApp Coexistence Conversation Sync Logic

Assigned Conversations (Admin / Supervisor / Support Manager / Support Agent Roles)

• Sync Flow: The conversation is automatically assigned to the designated team member, who will then follow up on the case.

• CaseStatusLog Records:

  • type 11: Started a new conversation with [Member Name] (e.g., Started a new conversation with Shelly)

  • subtype 12: WhatsApp Coexistence Auto-Assignment

Assigned Conversations (Sales Manager / Sales Representative Roles)

• Sync Flow: The conversation is automatically assigned to the designated sales member, who will follow up on the case.

• OMO Binding: The system will automatically execute OMO Binding for this contact.

• CaseStatusLog Records:

  • type 11: Started a new conversation with [Member Name] (e.g., Started a new conversation with Shelly)

  • subtype 12: WhatsApp Coexistence Auto-Assignment

• Product Reffereal Report OMO Binding Event Records:

  • type 9: WhatsApp Coexistence Auto-Assignment

• Notification Rule: Won't dispatch the "Binding Successful Message" to the customer.

Conversation Feature Related Limitations

• No Single or Bulk Transfers/Follow-ups: Individual or batch transferring/following up of conversations is not supported.

• Unified Management: All conversation transfers must be managed exclusively via the "Assignee Settings Page."

• No Unbinding: Conversations cannot be unbound once bound.

• No Collaborative Chats: Collaborative chats are currently not supported.

• No Adding WhatsApp Conversation: Users cannot inniate conversations by manually adding customers through adding WhatsApp Conversation. (The option will be hidden).

• No Adding Contacts via Customer List: Users cannot manually create or add customers from the Customer List. (The option will be hidden).

• Group Chat Creation: Creating a group via "Add WhatsApp Group" is unsupported. (Meta does not provide a WhatsApp Group API for WhatsApp Coexistence).

• QR Code Generation: Team members cannot generate channel-specific QR codes for the Coexistence channel. (The option will be hidden).