Routing New Incoming Messages to Specific Users

When new users message your business for the first time through WhatsApp, incoming conversations can be routed to designated users.

The WhatsApp API configuration allows you to route the new incoming messages to:

• Any available user

• Direct them to specific users

To assign incoming messages to users:

1. Log in to the Admin Portal as an administrator.

2. Click the WhatsApp API tab.

3. Click Account Configuration.

   Note

   The Account Configuration tab appears only when your WhatsApp Business account is successfully connected to Capture Mobile.

   

4. Select one of the following options:

   • Any available user: To randomly assign new incoming messages to any available user. This is the default option.

   • Specific users: To assign new incoming messages to a specific user:

     1. Select Specific users.

     2. In the text box, enter an email address and hit Enter to confirm. You can add multiple email addresses, with a maximum limit of 10.

     3. Click Save.

        Note

        If the entered email address does not belong to any user in your account, the incorrect email address is highlighted with a red border. The error message “{email} isn’t a user in your account. Check the spelling and try again“ is displayed.