Allow new customer service inquiries initiated by a campaign to be directed to a specific groups or agents.

Customer service assignment enables you to manage responses from mass WhatsApp broadcasts, distributing inquiries among your team members.

⚠️ Attention: This feature is available only to users with Operator or Admin profiles and the Specialist, Expert, Professional, and Enterprise plans.

Understanding the feature

To use this feature, you need to:

• Have the WhatsApp channel contracted and configured in Zenvia Customer Cloud.
• Define how contacts will be assigned to your service groups in Sales > Settings. Learn how contact assignment works in commercial service settings;
• Groups and agents selected for customer service must be linked to the sender number. See below.

Assigning account services

Assign the channel to a specific service team or agent so that all messages are handled by the responsible person or team. To do this:

1. Go to Settings > Channels.
2. Look for WhatsApp and click Manage Account.
3. Find the connected account responsible for the campaign and click the icon  to assign service.
4. Select how you want to assign the channel:
   
   1. Assign to a group: Select the team responsible for customer service.
   2. Assign to an agent: Select the person responsible for customer service.
   3. Do not assign interactions: Services will appear in Sales > Customer inbox > Queued.
5. Click Save.

Assigning service in broadcasts

In the WhatsApp campaign creation step of Zenvia Customer Cloud, assign service to specific groups or agents.

To continue the interaction:

1. Select Continue interaction with human customer service.
2. Select the person responsible for customer service:
   
   1. Service team: Select one of the groups configured from the chosen credential. Only one team can be chosen.
   2. Service agent: Select one of the agents configured from the chosen credential. Only one agent can be chosen.
3. Continue with the next steps of setting up your WhatsApp campaign.

What happens after the broadcast?

Responses from your WhatsApp campaign will appear in Sales > Customer inbox of the chosen responsible person.

The assignment of groups or agents is optional. If none are assigned after selecting the transfer for humanized service, the service is automatically directed to all groups and agents in the organization.

If no specific group or agent is selected, service will be assigned to the default group, where the WhatsApp line is assigned, following the group's assignment rules.