How to Assign Conversations to Your Team/Users

Efficiently managing customer conversations helps your team respond faster and stay organized.
With Conversation Automation in eGrow, you can automatically assign new WhatsApp conversations to your Confirmation Team or to specific users in your team.

Follow this step-by-step guide to set it up:

Step 1: Navigate to Automations

Log in to your eGrow account → https://app.egrow.com/home

From the sidebar, go to Automations.

Click New Automation to create a new automation.

Step 2: Choose the Trigger

Select Conversation as the trigger type.

Then choose Conversation Created as the event.

This ensures the automation will run automatically whenever a new WhatsApp conversation is created in your account.

Click Next.

Step 3: Add an Action

Click the ➕ (green) icon to add an Action.

Select Action → Conversation.

Choose one of the following options based on how you want to assign conversations:

• Assign conversation to a user → if you want to assign messages directly to one user.

• Assign conversation to a role → if you want to route messages to a specific team (like Confirmation team).

• Assign conversation to last order assigned user → if you want to assign messages to the last order assigned user.
  
  

Click Next.

Step 4: Assign to a Team/User

Select the Assignment Strategy you prefer:

• Round → Conversations are distributed in sequence among team members.
  
  
  

• Balancer → Conversations are balanced equally across team members.
  
  

You can also choose whether to remove previously assigned users/teams or keep them.

From the list, select the Team (e.g., Confirmation Team) or the User who should receive new conversations.

Click Next.

Step 5: Save Your Automation

Review your settings.

Click Save to activate your automation.

✅ Done!
From now on, every new conversation will be automatically assigned to your chosen team or user — helping you respond faster and stay organized.

📌 Note:
You can create multiple automations for different purposes — for example, assigning sales-related messages to your Sales Team and support inquiries to your Support Team.