WhatsApp Settings Guide

This guide explains how to configure WhatsApp Settings for Support and No-Reply communication. These comprehensive settings control ticket assignment, query handling, chat behavior, auto-closure rules, and workflow automation to optimize your WhatsApp support operations.

🌐 Overview​

The WhatsApp Settings module provides administrators with powerful configuration options to:

• Automate ticket and query assignment for efficient workflow management
• Control auto-close behavior to maintain clean queues
• Balance workload across support team members effectively
• Standardize chat handling rules for consistent support experience
• Configure context-specific behaviors for Support and No-Reply workflows

Settings Organization​

Settings are organized into three main configuration tabs:

1. Tickets – Ticket assignment and closure automation
2. Queries – Query handling and management rules
3. Chat – General chat behavior and automation

Each tab applies independently to Support and No-Reply workflows, allowing for customized configurations.

🧭 Settings Layout​

The WhatsApp Settings screen is divided into three main sections:

1. Sidebar Navigation
2. Context Selection Panel
3. Configuration Management Interface

📂 Sidebar Navigation​

The left sidebar provides access to WhatsApp-related modules:

• Dashboard
• Templates
• Broadcasts
• Support Chat
• No-Reply Chat
• Tickets
• Queries
• Tags List
• Settings
• Chatbot

Use this navigation to quickly switch between WhatsApp modules.

🎛️ Context Selection & Navigation​

Context Selection​

Select the required context from the dropdown menu:

• Support – Two-way communication settings
• No-Reply – One-way communication settings

Tab Navigation​

Choose the relevant configuration tab:

• Tickets – Ticket management automation
• Queries – Query handling configuration
• Chat – General chat behavior settings

Each context-tab combination provides specific configuration options tailored to that workflow.

🎫 Tickets Settings​

Configure how WhatsApp tickets are automatically assigned and managed throughout their lifecycle.

🔁 Auto Assigning Tickets​

Purpose: Automatically assign newly created tickets to selected support members.

Behavior​

• Immediate assignment upon ticket creation
• Selected members are shown as assignees
• Reduces manual workload and ensures accountability
• Configurable team member selection for assignment pool

Benefits​

• Eliminates manual assignment delays
• Ensures no ticket goes unassigned
• Improves response time consistency

🔒 Auto Close Resolved Tickets​

Purpose: Automatically close tickets based on defined criteria to maintain clean queues.

Trigger Conditions​

• Customer confirmation of resolution
• Defined number of inactive days without activity
• Manual resolution followed by auto-close timer

Configuration Options​

• Close after: Customizable number of days (e.g., 10 days)
• Mode selection:
  • Inactivity – closes ticket after no customer activity
  • Confirmation – closes after customer confirms resolution

⚖️ Auto Assign to Least Busy Member​

Purpose: Distribute tickets evenly across team members based on current workload.

Functionality​

• Real-time workload assessment of team members
• Automatic assignment to least loaded agent
• Dynamic load balancing as tickets are resolved

Benefits​

• Prevents agent overload and burnout
• Improves overall response times
• Ensures fair work distribution

❓ Queries Settings​

Configure automated handling and assignment of queries (non-ticket conversations) for optimal support workflow.

🔁 Auto Assigning Queries​

Purpose: Automatically assign incoming queries to selected support members.

Features​

• Immediate query assignment upon receipt
• Configurable assignee pool selection
• Accountability tracking for every query

Impact​

• Eliminates manual query assignment
• Ensures all queries have clear ownership
• Improves response accountability

⚖️ Auto Assign to Least Busy Member​

Purpose: Route queries to the support agent with the lowest current workload.

Mechanism​

• Dynamic workload calculation across team members
• Smart routing based on current capacity
• Real-time assignment adjustments

Advantages​

• Even workload distribution
• Consistent response times
• Optimal resource utilization

🔒 Auto Close Resolved Queries​

Purpose: Automatically close queries after resolution to maintain organized query lists.

Configuration Options​

• Inactivity-based closure after specified days
• Confirmation-based closure after customer acknowledgment
• Customizable time thresholds for different query types

💬 Chat Settings​

Control general WhatsApp chat behavior and automation rules for both Support and No-Reply contexts.

🔁 Auto Assignment for Chats​

Purpose: Automatically assign new WhatsApp chats to available support members.

Functionality​

• Immediate chat assignment upon initiation
• Eliminates manual ownership assignment delays
• Configurable assignment rules and member pools

⚖️ Least Busy Member Assignment​

Purpose: Route new chats to the agent with the lowest current workload.

Benefits​

• Maintains consistent response times across all chats
• Prevents agent overwhelm during peak periods
• Optimizes team efficiency and customer satisfaction

🔒 Auto Close Chat Configuration​

Purpose: Automatically close inactive chats to maintain organized chat lists.

Settings​

• Configurable inactivity period (days)
• Different rules for different chat types
• Preservation of chat history after closure

🧪 Step-by-Step Configuration Workflows​

⚙️ Configuring Support Settings​

1. Navigate to WhatsApp → Settings
2. Select Support from context dropdown
3. Choose appropriate tab (Tickets, Queries, or Chat)
4. Configure auto-assignment settings
5. Set up least busy member assignment
6. Configure auto-close parameters
7. Save configuration changes
8. Test settings with new items

🔧 Configuring No-Reply Settings​

1. Navigate to WhatsApp → Settings
2. Select No-Reply from context dropdown
3. Configure auto-assignment for outbound messages
4. Set auto-close rules for completed communications
5. Save and verify configuration changes

✅ Best Practices​

Configuration Guidelines​

• Enable auto-assignment to reduce manual administrative overhead
• Use least busy member assignment for teams with 3+ members
• Configure auto-close days carefully to avoid premature closures
• Review settings periodically as team size and workload changes

Performance Optimization​

• Monitor assignment distribution to ensure fairness
• Adjust auto-close timers based on resolution patterns
• Regular review of configuration effectiveness
• Team feedback integration for continuous improvement

Maintenance Recommendations​

• Quarterly settings review with team input
• Performance metrics analysis for optimization
• Workload balance monitoring across team members
• Configuration documentation for consistency

📊 Settings Impact & Analytics​

Performance Metrics​

• Assignment distribution across team members
• Average resolution times by configuration
• Auto-close effectiveness rates
• Workload balance indicators

Optimization Indicators​

• Response time consistency
• Agent satisfaction with workload distribution
• Customer satisfaction with response quality
• Queue management efficiency

❓ Frequently Asked Questions (FAQ)​

📌 Summary​

The WhatsApp Settings module helps you:

• Automate support workflows efficiently through intelligent assignment and closure rules
• Balance team workload effectively using least busy member assignment algorithms
• Maintain clean and accurate ticket and query lists through automated closure
• Enforce consistent chat handling rules across different communication contexts
• Optimize support operations for scalability and performance
• Customize behavior for Support and No-Reply contexts independently

Proper configuration ensures smooth, scalable WhatsApp support operations that adapt to your team's needs and growth.