# User Assignments

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.

{% hint style="success" %}
**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.
{% endhint %}

## How User Assignments Work

### Assignment Flow

{% @mermaid/diagram content="graph TD;
A\["💬 Contact Messages Account"] --> B\["📥 WhatSnap Receives Message"];
B --> C\["⚙️ Check Account Assignment Settings"];
C --> D{Assignment Configured?};
D -->|"✅ Yes"| E\["👤 Assign to Designated User"];
D -->|"❌ No"| F\["⚠️ No Assignment Applied"];
E --> G\["🔄 Contact Automatically Routed"];
F --> H\["✋ Manual Assignment Required"];
G --> I\["🔔 Team Member Notified"];
H --> I;

```
classDef incoming fill:#e3f2fd,stroke:#1976d2,stroke-width:3px,color:#000000;
classDef system fill:#f3e5f5,stroke:#7b1fa2,stroke-width:2px,color:#000000;
classDef decision fill:#e1f5fe,stroke:#3f51b5,stroke-width:2px,color:#000000;
classDef automatic fill:#e8f5e8,stroke:#00695c,stroke-width:2px,color:#000000;
classDef manual fill:#fce4ec,stroke:#7b1fa2,stroke-width:2px,color:#000000;
classDef notification fill:#e1f5fe,stroke:#3f51b5,stroke-width:2px,color:#000000;

class A incoming;
class B,C system;
class D decision;
class E,G automatic;
class F,H manual;
class I notification;" %}
```

### 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

{% stepper %}
{% step %}

#### Navigate to Account Settings

Go to your WhatSnap dashboard and select the WhatsApp account you want to configure.
{% endstep %}

{% step %}

#### Access Assignment Options

Click on the account menu and select **"Assignment"** from the available options.
{% endstep %}

{% step %}

#### Configure Assignment Rules

Set up the assignment configuration based on your team structure and business needs.
{% endstep %}
{% endstepper %}

### Assignment Configuration Options

{% tabs %}
{% tab title="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
  {% endtab %}

{% tab title="Department Assignment" %}
**Assign to Team or Department**

Route contacts to team leaders or department heads who can distribute workload.

**Configuration:**

* Select department manager or team lead
* Consider team capacity and working hours
* Plan for load distribution among team members
* Set up escalation paths if needed

**Best For:**

* Large teams requiring load balancing
* Department-based organization
* Complex routing requirements
* Hierarchical management structures
  {% endtab %}

{% tab title="Round-Robin Assignment" %}
**Distribute Among Multiple Users**

*(Note: Check if this feature is available in your WhatSnap version)*

Automatically distribute contacts among multiple team members.

**Configuration:**

* Select multiple users for rotation
* Set distribution rules and priorities
* Consider user availability schedules
* Plan for overflow management

**Best For:**

* Equal workload distribution
* Large contact volumes
* Team collaboration approaches
* Balanced performance metrics
  {% endtab %}
  {% endtabs %}

## Assignment Strategies

### Department-Based Assignment

Organize assignments around business departments:

{% tabs %}
{% tab title="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
   {% endtab %}

{% tab title="Customer Support" %}
**Messaging Account**: Support Line (SMS/iMessage P2P) **Assignment**: Support Team Manager or Support Specialists **Tag**: `whatsnap-account-support`

**Assignment Benefits:**

* Faster response times via SMS/iMessage
* Specialized expertise application
* Issue tracking and resolution
* Customer satisfaction monitoring

**Example Workflow:**

1. Customer messages support number via SMS/iMessage
2. Contact assigned to support specialist
3. Ticket creation and priority assessment
4. Resolution tracking and follow-up
   {% endtab %}

{% tab title="Billing and Payments" %}
**Messaging Account**: Billing Line (Twilio SMS) **Assignment**: Billing Team or Account Manager **Tag**: `whatsnap-account-billing`

**Assignment Benefits:**

* Enterprise-grade SMS delivery for critical communications
* Immediate attention to payment issues
* Specialized billing knowledge
* Account relationship management
* 99.95% uptime SLA for revenue-critical messages

**Example Workflow:**

1. Client messages billing Twilio number
2. Contact assigned to billing specialist
3. Account review and issue identification
4. Resolution and relationship maintenance
   {% endtab %}
   {% endtabs %}

### 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:

{% tabs %}
{% tab title="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
  {% endtab %}

{% tab title="VIP Client Support" %}
**Messaging Account**: VIP Line (SMS/iMessage P2P) **Assignment**: Account Manager or Senior Representative **Specialization**: High-value client management

**Skills Required:**

* Relationship management
* Executive communication
* Complex problem resolution
* Strategic account planning
* Personal touch via direct SMS/iMessage
  {% endtab %}

{% tab title="New Client Onboarding" %}
**Messaging Account**: Onboarding Line (Multi-platform) **Assignment**: Onboarding Specialist **Specialization**: Client setup and training

**Skills Required:**

* Process documentation
* Training and education
* System setup expertise
* Customer success focus
* Flexibility across messaging platforms
  {% endtab %}
  {% endtabs %}

## Assignment Management

### Monitoring Assignment Effectiveness

{% hint style="info" %}
**Performance Tracking**: Regular monitoring of assignment effectiveness helps optimize team performance and customer satisfaction.
{% endhint %}

**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

{% stepper %}
{% step %}

#### 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
  {% endstep %}

{% step %}

#### Performance Analysis

Review key performance indicators:

* Response time metrics
* Contact conversion rates
* Customer satisfaction scores
* Team member capacity and availability
  {% endstep %}

{% step %}

#### 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
  {% endstep %}
  {% endstepper %}

## 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

{% hint style="success" %}
**Balanced Workload**: Effective assignments balance expertise matching with reasonable workload distribution among team members.
{% endhint %}

**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

<details>

<summary>Contacts Not Being Assigned</summary>

**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

</details>

<details>

<summary>Wrong User Receiving Assignments</summary>

**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

</details>

<details>

<summary>Assignments Not Working After Hours</summary>

**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

</details>

## Next Steps

After setting up user assignments:

1. [**Conversations**](https://github.com/WhatSnap/documentation/blob/main/conversations/messaging-basics.md) - Start managing assigned contacts through messaging
2. [**Workflow Automation**](https://github.com/WhatSnap/documentation/blob/main/conversations/workflow-automation.md) - Create workflows that leverage assignment data
3. [**Performance Monitoring**](https://github.com/WhatSnap/documentation/blob/main/settings/analytics.md) - Track assignment effectiveness and performance
4. [**Team Training**](https://github.com/WhatSnap/documentation/blob/main/advanced/team-management.md) - Train team members on assignment-based workflows

{% hint style="info" %}
**Assignment Success**: Effective user assignments create seamless contact routing that improves response times, customer satisfaction, and team productivity.
{% endhint %}
