How to assign a conversation to an agent
Assigning a conversation routes a WhatsApp thread to a teammate. In AvenPing, open Messages, select the chat, and use Assign agent in the conversation header (it shows the current agent when one is set). This is for TEAM/OWNER accounts with invited agents.
Prerequisites
- A team account with agents. See How to invite and manage agents.
- The agent must have access to that WhatsApp line. See How to set agent permissions and line access.
Step-by-step
Open the conversation
Go to Messages and select the chat.Click Assign agent
In the header, click Assign agent. If someone is already assigned, the control reads Assign agent (current: username).Pick the teammate
Choose an agent who can access this line. The assignment is stored on the conversation.Confirm in the thread
Assignment events appear in the conversation timeline. The agent sees the chat after they Login as agent instead.
TIP
Use chatbot Assign Agents or Intervene when you want automation to hand off instead of a manual click.
FAQ
I don’t see Assign agent
You are on a personal (non-team) account, or you are logged in as an agent without that permission. Admins invite agents in Settings → Manage Agents.
Can I filter the inbox by agent?
Yes. The Messages list supports an agent filter in addition to All / Chats / Unread. See How to filter inbox conversations.
Does assignment open the 24-hour window?
No. Only a real inbound customer message opens the window. Assignment events do not extend it.