Here you will learn how to create a support queue on your client's WhatsApp
Optimize the Distribution of Support on WhatsApp
To ensure that no team member becomes overloaded and that customers are served quickly, creating an assignment queue is essential. The purpose of this feature is to distribute new leads that arrive via WhatsApp in a fair and automatic manner among the users registered in the project.
The configuration is done directly in the settings of the WhatsApp. One important strategic point is segmentation: the queue follows the module, not just the number. Therefore, if your operation requires separate queues (such as "Unit A" and "Unit B"), you should create separate WhatsApp modules for each one. In practice, you access the "Assignment Queue" option, create a group of users (for example, "Support"), add the responsible agents and activate that group in the configuration.
The distribution behavior changes slightly if you use artificial intelligence:
Without AI, the distribution is immediate and alternating (one for each agent).
With AI active, the bot performs the initial screening and only when it identifies the need for transfer to a human does the system forward the conversation to the next available agent in the configured queue.