Tags and assignment for WhatsApp conversations: how a team organises an inbox with a hundred open threads
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The short answer
With four tools in the unified inbox: tags on the conversation (complaint, order, enquiry, serious), assignment so every conversation has one owner, the "unassigned" and "unreplied" filters the supervisor sees as a number rather than a feeling, and labels on subscribers that become broadcast segments. The rule: tag on opening, assign before the first human reply, close with a reason — or the inbox becomes a meaningless list.
The short answer
With four tools in the unified inbox: tags on the conversation (complaint, order, enquiry, serious), assignment so every conversation has one owner, the "unassigned" and "unreplied" filters the supervisor sees as a number rather than a feeling, and labels on subscribers that become broadcast segments. The rule: tag on opening, assign before the first human reply, close with a reason — or the inbox becomes a meaningless list.
Also asked as: «ازاي انظم صندوق الواتساب للفريق» · «وسوم المحادثات واتساب» · «توزيع المحادثات على الموظفين» · «كيف أعطي كل موظف محادثاته»
The filters the team works from
| Filter | Shows | Who opens it, and when |
|---|---|---|
| Unreplied | Every thread whose last message is the customer's — with the count | Every agent all day; this is the work queue |
| Unassigned | Threads with no owner | The supervisor at the start of the shift — and it should reach zero |
| Mine | Assigned to me | The agent — leaves it only for "Unreplied" |
| By agent | One agent's threads | The supervisor when reviewing or redistributing |
| By tag | Complaints alone, or orders, or low scores | The supervisor at end of day |
| Snoozed | What waits on the customer or on a date | Returns on its own when due |
| Closed | What ended — tagged with its reason | For search and review |
Tags: six are enough
Many tags get applied by nobody. Six cover most businesses: enquiry, order, complaint, serious, low score, closed without reply. The tag goes on at opening, not closing, because the "complaint" filter must show the complaint while it is open. One rule is enough: whoever opens the thread first tags it.
Assignment: one owner per thread
- Decide who sees what
From the inbox settings: "agents see only what is assigned to them". Turn it on if the team is larger than three or works shifts; leave it off if everyone answers everyone.
- Assign before the first human reply
From the thread header: assign → the teammate. They get an app alert and it appears under "Mine". Replying before assigning means two people may reply at once.
- Let the agent assign what it hands over
From the agent settings: human handoff → the teammate. When the agent hands a thread over (a human requested, a complaint, outside its files) it is assigned to them, the agent stops in it and the alert arrives. Human handoff.
- Close with a reason
A finished thread is closed with the tag of its reason. Closing without a tag makes the "Closed" filter an unreadable list.
A team typing "we have your message…" by hand a hundred times will never find time to tag. Quick replies first (30 models), then tagging becomes one second between replies.
From tag to segment
The tag is managed in the inbox; the label in the subscriber manager, and broadcasts go by it. Whoever was assigned and closed as "order" deserves the "customer" label; whoever was tagged "serious" and did not buy deserves the "serious" label and a message after a week. The agent applies the labels you allowed it on its own — qualification. Broadcasting by label goes only to those who opted in — without a ban.
Frequently asked questions
What is the difference between a conversation tag and a subscriber label?
A tag on the conversation describes this conversation: complaint, order, enquiry, low score — and the inbox filters by it. A label on the subscriber describes the person: serious, past customer, wholesale — and broadcasts go by it. The conversation closes and its tag with it; the person stays, and so does their label.
Does an agent see every conversation?
As you choose. The setting "agents see only what is assigned to them" makes each agent see their own threads alone, while the supervisor sees all and distributes from the "Unassigned" filter. Without it, everyone sees everything and each works from the "Mine" filter.
Who assigns: the supervisor, or the agent to themselves?
Both work. A team of two or three: each self-assigns from "Unassigned", which closes the door on the others. A larger team or one with shifts: the supervisor distributes at the start of each shift. The AI agent assigns too: when it hands a thread to a human, it goes to the teammate you set, with an app alert.
What do I do with a thread waiting on the customer, not on us?
Snooze it: "snooze" hides it from the list until the time you pick or until the customer writes, so it neither counts under "unreplied" nor takes up the screen. A finished thread is closed with a reason — a tag — not left open.
How do I measure the team without watching?
The team report shows, per agent, first-reply time, average reply time and the number of conversations handled. The "unreplied" filter shows its count on the filter itself. Two numbers, read in a minute morning and evening.
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