Route chats to the right team member

Overview

A staff trigger watches for a condition (tag applied, working hours, campaign source) and automatically assigns the contact to a specific CRM user. The change is reflected in your CRM and in Wazzap's inbox, so the right person gets notified and the wrong ones stop seeing the thread in their queue.

How it works

1. You define a trigger condition: tag, working hours, campaign source, or a combination.
2. You pick a target: a specific user, a round-robin pool, or a fallback agent.
3. When the condition fires, Wazzap calls your CRM's assignment API and updates the contact owner.
4. Notifications go to the new owner. The previous owner's view of the thread is cleared from their queue.

Setup

1. Open Wazzap, go to the sub-account, then Staff triggers.
2. Create a new trigger and pick the condition:
   • Tag: any contact tag like spanish, enterprise, vip.
   • Source: the value of ad_source_type or other Meta Ads custom fields.
   • Schedule: working hours window for the target user.
3. Pick the target user in your CRM.
4. Choose a fallback for when the target is offline (optional).
5. Save and test by applying the tag to your own contact record.

Routing modes

• Direct assign: every match goes to one user. Best for specialist routing (language, vertical, account size).
• Round robin: matches rotate evenly across a pool of users. Best for inbound leads where any closer can take the chat.
• Working hours: assign to user A from 9-17, fallback to user B outside that window. Useful for global teams.

Example

Tag-based assignment to a specific closer:

Condition: contact has tag "enterprise"
Target:    user "alex@example.com"
Fallback:  user "team-lead@example.com"
Notes:     fires only between 09:00 and 18:00 America/Mexico_City

Important notes

• Staff triggers update the contact owner field in your CRM. Make sure the API permission is granted to Wazzap.
• Round-robin state is kept per trigger. Two triggers will not share rotation memory.
• If the target user is removed from the CRM, the trigger falls back to the configured fallback (or stays unassigned if none).
• Re-assignment is one-way. Wazzap does not undo a previous owner change.

Troubleshooting

The contact moves owners but the new owner is not notified

Check that the new owner has notification preferences enabled in your CRM for conversation assignments. Wazzap only triggers the assign, the CRM controls the notification.

Round-robin keeps landing on the same user

One of the users is probably set as inactive or has no permission to receive conversations. Inactive users are skipped silently, so the active user appears to receive every match.