Route every WhatsApp chat to the right agent
Stop losing leads in a shared queue. Auto-assign by team, skill, or availability, with bot handoffs that preserve full context.
Rohan K.
Pricing · 20 seats
RSMeera J.
Demo request
AVPriya S.
Invoice mismatch
SN+91 98765…
Order not received
SNArjun V.
Platinum · escalation
RS42s
Median across all queues today
Bot handed off to Riya
Tags and captured fields intact
What is WhatsApp agent routing?
Agent routing decides which teammate owns an incoming or escalated WhatsApp conversation. CampaignHQ supports auto-assign, team queues, and rules based on tags or intent.
Routing works with chatbots: bots qualify first, then pass structured context to humans.
Auto-assign
New chats land with available agents.
Team queues
Sales, support, and priority lanes.
Bot handoff
Context travels with the assignment.
Shared queue chaos vs smart routing
Without rules, the fastest agent wins, not the right one.
Manual
First-come grabs chats
- Sales and support compete
- Uneven workload
- Slow response on off-hours
- Bots don't pass structured notes
CampaignHQ
Rules-based routing
- Assign by team, tag, or skill
- Balance open conversation load
- Escalation paths from bots
- SLA-friendly inbox metrics
- Auto-assign
- Team queues
- Load balancing
- Bot escalation
- SLA tracking
From zero to live
Configure routing in four steps
No developers required. Connect your channels, configure in CampaignHQ, and go live with measurable customer journeys.
Define teams
Create sales, support, and priority queues.
Set routing rules
Map tags, keywords, and flow outcomes to teams.
Enable round-robin
Balance workload across available agents.
Monitor handoffs
Track bot-to-agent escalations and response SLAs.
Rules
Send chats where they belong
Map keywords, tags, or flow outcomes to the right team inbox.
- Round-robin within a team
- Priority queue for VIP tags
- Fallback when agents offline
- Reassign in one click
- 1Iftag is VIPPriority queue
- 2Ifintent is billingSupport team
- 3Ifbot outcome is qualifiedSales team
- 4Iflanguage is HindiNorth zone
- ElseRound-robin available agentsFallback when offline
- Riya34%
- Amit33%
- Sana33%
No single inbox gets overloaded.
Reassigned in one click
Riya → Amit · history follows
Routing scenarios
Sales vs support
Intent from bot routes to correct department.
“Billing question → Support queue.”
Regional teams
Assign by language or territory tag.
“Hindi support, North zone.”
Frequently asked questions
Common questions about agent routing on CampaignHQ.
Still have questions?
Yes. Configure assignment rules so new conversations distribute across available agents.
Yes. Bots can escalate to specific teams with tags and captured fields intact.
Pricing
WhatsApp + email plans that scale with your volume
Combo plans include your platform, contacts, and email sending credits. WhatsApp message usage is billed separately based on how much you send. Compare WhatsApp and combo tiers.
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One WhatsApp number for your whole team with shared history and faster handoffs.
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Still sending single-channel campaigns?
Your customers are on WhatsApp. It's time to build high-converting conversations where they already hang out.
15-minute walkthrough · no commitment
7-day free trial · no credit card required
Manage your WhatsApp team inbox on mobile
