User Assignments

Configure automatic user assignments to route contacts from specific messaging accounts (WhatsApp, SMS/iMessage, or Twilio) to designated team members for efficient contact management.

WhatSnap's user assignment system automatically assigns GoHighLevel users to contacts based on which messaging account they message. This powerful feature ensures that incoming contacts are immediately routed to the appropriate team members without manual intervention, regardless of the platform they use.

Automatic Routing: Once configured, user assignments work automatically - new contacts messaging specific accounts (WhatsApp, SMS/iMessage, or Twilio) are instantly assigned to designated team members.

How User Assignments Work

Assignment Flow

Assignment Triggers

User assignments are triggered when:

• New Contact Creation: Someone messages a WhatsApp account for the first time

• Existing Contact Messaging: Previously created contact messages an account with assignments

• Tag-Based Routing: Contacts receive tags that have user assignments configured

Configuring User Assignments

Accessing Assignment Settings

1

Navigate to Account Settings

Go to your WhatSnap dashboard and select the WhatsApp account you want to configure.

2

Access Assignment Options

Click on the account menu and select "Assignment" from the available options.

3

Configure Assignment Rules

Set up the assignment configuration based on your team structure and business needs.

Assignment Configuration Options

Individual User Assignment

Assign to Specific Team Member

Select a specific GoHighLevel user to receive all contacts from this WhatsApp account.

Configuration:

• Choose from available GHL users in your sub-account

• Consider user availability and capacity

• Match user skills to account purpose

• Set up backup assignments if needed

Best For:

• Small teams with specialized roles

• Dedicated account managers

• Specific expertise requirements

• Personal client relationships

Department Assignment

Round-Robin Assignment

Assignment Strategies

Department-Based Assignment

Organize assignments around business departments:

Sales Department

Messaging Account: Sales Line (WhatsApp) Assignment: Sales Team Lead or Individual Sales Reps Tag: whatsnap-account-sales

Assignment Benefits:

• Immediate lead qualification

• Consistent sales process application

• Pipeline integration

• Performance tracking

Example Workflow:

1. Prospect messages sales WhatsApp number

2. Contact automatically assigned to sales rep

3. Lead qualification process begins immediately

4. Sales pipeline updated automatically

Customer Support

Billing and Payments

Geographic Assignment

Route contacts based on geographic regions:

Regional Structure:

• East Coast Account → East Coast Representative

• West Coast Account → West Coast Representative

• International Account → International Team Lead

• Canada Account → Canadian Representative

Benefits:

• Time Zone Alignment: Representatives work in appropriate time zones

• Local Knowledge: Understanding of regional markets and customs

• Language Considerations: Native language speakers when appropriate

• Regulatory Compliance: Regional expertise for compliance requirements

Skill-Based Assignment

Match WhatsApp accounts to specialized expertise:

Technical Support

Messaging Account: Technical Support Line (WhatsApp) Assignment: Senior Technical Specialist Specialization: Complex technical issues

Skills Required:

• Deep product knowledge

• Troubleshooting expertise

• Integration experience

• Advanced problem-solving

VIP Client Support

New Client Onboarding

Assignment Management

Monitoring Assignment Effectiveness

Performance Tracking: Regular monitoring of assignment effectiveness helps optimize team performance and customer satisfaction.

Key Metrics to Monitor:

• Response Times: How quickly assigned users respond to new contacts

• Resolution Rates: Percentage of issues resolved by assigned users

• Contact Satisfaction: Customer feedback on assigned representatives

• Workload Distribution: Balance of contacts among team members

Reporting and Analytics:

• Individual Performance: Track performance by assigned user

• Account Performance: Compare performance across different WhatsApp accounts

• Team Metrics: Department or team-level performance analysis

• Trend Analysis: Identify patterns and improvement opportunities

Adjusting Assignments

1

Regular Review Schedule

Set up regular reviews of assignment effectiveness:

• Weekly: High-volume accounts requiring frequent adjustment

• Monthly: Standard accounts with moderate activity

• Quarterly: Stable accounts with consistent patterns

2

Performance Analysis

Review key performance indicators:

• Response time metrics

• Contact conversion rates

• Customer satisfaction scores

• Team member capacity and availability

3

Assignment Optimization

Make adjustments based on performance data:

• Redistribute high-performing users to challenging accounts

• Adjust assignments based on seasonal patterns

• Account for team member schedule changes

• Optimize for business growth and scaling

Advanced Assignment Scenarios

Backup and Overflow Management

Plan for situations when primary assigned users are unavailable:

Backup Assignment Strategies:

• Secondary User: Assign backup user for coverage

• Team Lead Escalation: Route to team leads when primary users unavailable

• Department Queue: Create department-wide assignment pool

• After-Hours Routing: Different assignments for after-hours contacts

Conditional Assignments

Create sophisticated assignment rules based on additional criteria:

Example Conditional Logic:

IF Contact Source = "Google Ads Campaign"
AND WhatsApp Account = "Sales Line"  
AND Time = Business Hours
THEN Assign to "Senior Sales Rep"

IF Contact Source = "Referral Program"
AND WhatsApp Account = "Sales Line"
THEN Assign to "Referral Specialist"

IF Contact Previously Existed
AND WhatsApp Account = "Support Line"
THEN Assign to Previous Owner

Multi-Touch Assignment Strategy

Handle contacts that interact with multiple WhatsApp accounts:

Scenario: Contact messages both Sales and Support accounts Strategy Options:

1. Maintain Separate Assignments: Different users for different account interactions

2. Primary Assignment Priority: First assigned user maintains ownership

3. Context-Based Assignment: Assignment based on interaction type

4. Unified Assignment: Single user handles all interactions

Assignment Best Practices

Team Structure Considerations

Balanced Workload: Effective assignments balance expertise matching with reasonable workload distribution among team members.

Factors to Consider:

• User Capacity: Don't overload high-performing team members

• Skill Matching: Align assignments with user expertise and interests

• Availability Patterns: Consider work schedules and time zones

• Growth Planning: Plan assignments that support business scaling

Communication and Training

Team Preparation:

• Assignment Notifications: Ensure users understand their assignment responsibilities

• Training Programs: Provide account-specific training for assigned users

• Communication Protocols: Establish clear communication procedures

• Performance Expectations: Set clear expectations for response times and quality

Integration with Existing Processes

Workflow Integration:

• CRM Integration: Ensure assignments work with existing CRM processes

• Pipeline Management: Integrate assignments with sales pipeline management

• Reporting Systems: Connect assignment data with existing reporting

• Performance Management: Link assignments to performance review processes

Troubleshooting Assignments

Common Assignment Issues

Contacts Not Being Assigned

Possible Causes:

• Assignment settings not configured for WhatsApp account

• Selected user is inactive or has insufficient permissions

• Assignment conflicts with existing manual assignments

Solutions:

• Verify assignment configuration is active and correct

• Check assigned user status and permissions in GHL

• Review and resolve any assignment conflicts

Wrong User Receiving Assignments

Possible Causes:

• Multiple assignment rules conflicting

• User assignment was manually changed

• WhatsApp account tag references wrong account

Solutions:

• Review and consolidate assignment rules

• Check for manual assignment overrides

• Verify WhatsApp account tags and assignment connections

Assignments Not Working After Hours

Possible Causes:

• Assigned users not available during contact interaction time

• Assignment system doesn't account for time zones

• After-hours contacts not being processed

Solutions:

• Set up after-hours assignment rules

• Configure time zone considerations

• Implement backup assignment procedures

Next Steps

After setting up user assignments:

1. Conversations - Start managing assigned contacts through messaging

2. Workflow Automation - Create workflows that leverage assignment data

3. Performance Monitoring - Track assignment effectiveness and performance

4. Team Training - Train team members on assignment-based workflows

Assignment Success: Effective user assignments create seamless contact routing that improves response times, customer satisfaction, and team productivity.