Assign WhatsApp leads by city, language or product
Route WhatsApp leads to the right person by city, language or product: a queue per team, number access, labels and hand-offs, and when turns are the wrong rule.
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- By WavesFlo team
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- Published
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- 2 min read
Route by the attribute that decides who can help. A lead from Kochi may want a Malayalam speaker, a distributor wants the rep who handled their last order, and a parent asking about fees needs the admissions counsellor. Turns suit enquiries that are all alike; for anything else, give each kind of work its own team and queue, or hand it on by hand after reading the first message.
| Split by | How in WavesFlo | Watch for |
|---|---|---|
| City or branch | A number per branch, with access restricted to that branch's team; each chat is marked with its number | A lead who writes to the wrong branch's number |
| Language | A team per language and a queue for each; or hand on by hand after reading the first message | Someone must read the first message, unless the lead wrote to a number that implies the language |
| Product or service | A team per product and a queue per team; label the chat with the product | Leads who ask about two products |
| Existing customer | A returning customer goes back to whoever answered them last, if that person is eligible | The owner has left or is off shift |
Can the number a customer wrote to decide it?
Yes, and it is the most reliable split. A number can be open to the whole workspace or restricted to named teams or people, and the reply leaves from the number the customer wrote to. A lead who wrote to the Pune project number hears back from it, from someone on the Pune team.
When should a person decide?
When the first message holds the information a rule cannot read. A manager reading the shared queue at 9:30 can assign by city, language or product in a few seconds, and add a source label such as IndiaMART or Website. If that takes more than a few minutes a day, build a queue for the commonest case and keep the by-hand route for exceptions.
How do you avoid a mixed-skill queue?
- Do not put a new hire and your best closer in the same queue for work that needs different skill.
- Use a cap so the person with the narrowest skill is not buried.
- Look at the pipeline by source to see whether one source brings the best chats; turns do not even that out.
Splitting leads by city, language or product is simplest when each source already has its own number, because every chat in WavesFlo arrives labelled with the number the customer chose. WavesFlo for sales teams shows how those chats reach the right team and the pipeline.
Questions
How do I assign WhatsApp leads by city?
Give each branch its own number and restrict access to that branch's team. Each chat is marked with the number it arrived on, and the reply leaves from it.
Can I route by language?
Create a team and queue per language, or have a manager hand chats on after reading the first message.
Does a returning customer go to the same person?
Yes, to whoever answered them last, if that person is eligible.