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.
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.
Step 01
Define teams
Create sales, support, and priority queues.
Step 02
Set routing rules
Map tags, keywords, and flow outcomes to teams.
Step 03
Enable round-robin
Balance workload across available agents.
Step 04
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
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.”
See agent routing in action with your use case.
Book a DemoSmart Routing for Faster Replies
Auto-assign incoming chats
New conversations land with available agents instantly
Route by team, skill, or queue
Send sales, support, and priority chats to the right group
Balanced workload across agents
Distribute volume so no single inbox gets overloaded
Bot-to-agent handoff
Escalate qualified leads from chatbots with full context intact
Frequently asked questions
Common questions about agent routing on CampaignHQ.
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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Still sending single-channel campaigns?
Your customers are on WhatsApp. It's time to build high-converting conversations where they already hang out.
30-minute walkthrough · no commitment