How to Set Up Round Robin Assignment in Wati

Managing a customer service team on an online platform can be tricky. You need to handle each customer inquiry promptly and effectively, but how do you ensure that no team member is overwhelmed and that each chat reaches the right support agent? Wati’s Round Robin feature solves this problem by intelligently distributing customer chats evenly and systematically, ensuring a fair and efficient process.

In this blog, you will learn how to set up the Round Robin feature in Wati, streamline customer query assignments, and maintain balance within your team. Whether it’s product inquiries, order updates, or returns, this feature helps your team manage every inquiry with ease and precision.

What is Round Robin Assignment?

Wati’s Round Robin feature distributes incoming customer inquiries evenly across your team. It checks each team member’s online status and assigns the next available agent, automatically rotating through them in a fair manner. If a representative is offline, the system routes the inquiry to the next available team member.

Why Should You Use It?

• Fair Workload Distribution: Round Robin ensures every team member handles an equal share of customer queries.
• Increased Efficiency: Automatic assignment reduces manual work and ensures no queries are missed.
• Automatic Routing: If a team member is offline, the system routes the inquiry to the next available member.

How to Set Up Round Robin Assignment in Wati

Step 1: Add a Team

Before setting up automatic assignment, you need to add your team members to Wati.

• Go to User Management: From the main menu, navigate to More and select User Management.

• Add a Team: Click on the Teams tab, then select Add Team. Name your team (e.g., Support Team) and click Add New Team.

• Set Default Team: You can set this team as your default and add more team members by clicking “Edit” and selecting “Default Team.” This ensures that the team becomes the primary one for automatic assignment.

• Add Team Members: Use the arrow to add members to the team.
• Save the Changes: Once your team is set up, click Save.

Step 2: Set Up Keyword Action for Automatic Assignment

Next, set up the keywords that will trigger automatic chat assignments.

• Go to Automations: Navigate to the Automations section and click on Keyword Action.

• Add a Keyword: Set a keyword like “Support.” When a customer includes this keyword in their message, the Round Robin process activates automatically.

• Assign to Team: Click “Next Step,” scroll down, and select “Assign to Team” from the left-side options. Click “Add,” choose the Support Team you created earlier, and name the material “Assigned to Support Team.”

Save the Changes: Save the changes to ensure that any chat with the keyword “Support” will be routed to the support team.

Step 3: Set Up Default Action for Round Robin Assignment

Configure the Round Robin process for newly opened chats.

• Go to Default Action: In the Automations section, scroll down and select Assign Newly Opened Chats.
• Save Settings: After saving the settings, the Round Robin feature will activate for your business.

Step 4: Set Up Automatic Assignment with Chatbot

To further automate the process, enable automatic assignment for a chatbot.

• Go to Chatbots: Navigate to the Chatbots section and select the chatbot you’ve created.

• Edit the Chatbot: Click on ‘Edit Chatbot‘ and start a node where you need to select ‘Assign Team‘ from the options.

• Assign Team Automatically: Under Assign Team, select Round Robin as the assignment type, choose the team from the dropdown, and save the changes.

• Set Keyword for the Chatbot: Go to Keyword Action and add a keyword (e.g., Help). This allows the chatbot to assign the chat to your support team when the keyword is used.

• Save the Chatbot: Once everything is set up, save the chatbot.

The Outcome

With the Round Robin assignment feature in Wati, customer service queries are automatically distributed to online agents in a round robin manner. This reduces the workload on individual agents, ensures faster response times, and results in happier customers.

Ready to streamline your customer service with Wati’s Round Robin assignment? Set it up today and see how much more efficient your team can be!