Assign and resolve conversations
Choose an assignee, change conversation status, and use available WhatsApp routing controls.
Assign a conversation so your team knows who is handling it. Update its status when you set it aside or finish the work. Customers can bring a conversation back into your open queue by messaging again.
Assign a conversation
Who can do this: the owner or members whose role includes updating conversations and viewing workspace members.
Open assignment
Open a conversation and select Conversation actions. Choose Assign to me to claim it, or Assign to… to choose another member in the assignment dialog.
Choose a member
Check the current assignment (2). Open the assignment picker (1), then use Search members and select an active member. You can also open the assignee control directly in the conversation header or list row.
Return it to the shared queue
Choose Unassign from Conversation actions, or Unassigned in the picker.
If you cannot view all conversations, assigning one to another member can remove it from your queue and close your access to it.
Understand statuses
The status help text in the dashboard is:
| Status | Help text |
|---|---|
| Open | Open conversations stay open when a customer sends a new message. |
| Pending | Set aside as pending; a new customer message reopens it. |
| Resolved | Marked resolved; a new customer message reopens it. |
| Closed | Marked closed; a new customer message reopens it. |
Resolve, reopen, or set another status
Who can do this: the owner or members whose role includes updating conversations they can access.
Finish the current work
Select Resolve in the header of an open or pending conversation.
Bring it back to open
Select Reopen in the header of a resolved or closed conversation.
Choose another status
Open Conversation actions. Choose the status action you need. The menu lists the statuses other than the current one, with their help text.
A new customer message automatically changes a pending, resolved, or closed conversation to Open. A repeated copy of the same incoming message does not reopen it. An open conversation stays open.
Dismiss the selected conversation
Choose Dismiss conversation from Conversation actions to leave the selected thread. It clears your selection. It does not change the conversation's status or delete its messages.
Use WhatsApp routing controls
Who can do this: the owner or members whose role includes sending messages. The conversation's phone number must support routing.
Routing determines whether your team, Meta AI, or another app handles the chat. It is separate from assigning a conversation to a workspace member.
Open Conversation actions to use the available controls:
| Control | What it does | When the UI enables it |
|---|---|---|
| Take over | Takes the chat over for your team. | Your team is not already handling it. |
| Hand to AI | Hands the chat to Meta AI. | Your team is handling it. |
| Release | Releases your team's control of the chat. | Your team is handling it. |
When Meta AI or another app handles the chat, a banner can offer Take over. Sending a service message may open Send and take over?. Review it before choosing Send and take over; the current responder will stop handling the chat.
Troubleshooting
If the menu shows Routing not enabled for this number, routing controls are unavailable. A routing error may ask you to set Watification as the escalation partner in Meta Business Suite or check whether Meta AI is available for the phone number.
If a routing result could not be confirmed, refresh the conversation before trying again. If assignment members fail to load, select Retry in the picker.