Forward the chat to a staff number
Turn on Forward to WhatsApp Number / Group so a staff phone gets the incoming chat.
In this tutorial, you will forward an incoming chat to a staff WhatsApp when the Default Reply runs.
Time needed: 10 minutes
Before you start
Make sure:
- The account Default Reply is Enabled.
- You know the staff WhatsApp number.
This is under Lead Management on the Default Reply page. It is not Live Chat assign, and it is not the Chatbots Leads Forwarder tool.
1. Open Lead Management
On the left menu, click Autoresponder.
On the account card, click Configure.
Scroll to Lead Management.
2. Turn on WhatsApp forward
Set Forward to WhatsApp Number / Group to Yes.
In WhatsApp Number / Group ID, enter the staff number.
Use the country code, with no + and no spaces. For more than one staff number, separate with commas. Wabot rotates them.
Right: 60123456789
Wrong: +60 12-345 6789
In Forwarded Message, type what the staff should see.
New chat from #wa_name# (#wa_number#): #message#
You can use #wa_number#, #wa_name#, #message#, and #ads_id#.
Click Save.
3. Send a test
From a customer test phone that is not excluded, message the connected account.
Check the staff phone for the forwarded WhatsApp.
The customer should still get the Default Reply if Status is Enable.
Make sure it worked
This tutorial worked when:
- Forward to WhatsApp Number / Group stays on Yes after Save.
- The staff phone receives the forwarded message.
- The customer test phone still receives the Default Reply.
If it didn’t work
Only the customer got a reply
- Confirm the setting is Yes, then Save.
- Check the staff number format.
- Confirm the Default Reply actually sent. If it did not fire, the forward will not either.
The staff number is the same as the customer
Use two different phones for the test.
You wanted Live Chat assign
Assign is in Live Chat. This page only forwards a WhatsApp copy to a number.
Next
The Default Reply can greet the customer and alert staff. You can go back to the Autoresponder list, or set keyword replies in Chatbots.