Automate the Repetitive Work.Keep Your Team Focused on Customers.
When a new conversation arrives, WAManager can check your rules, assign the right agent or team, add labels, update the conversation status, or send a configured message automatically.
A New Customer Message Comes In. WAManager Handles the Next Steps.
Follow how a single inbound customer conversation is processed automatically from arrival to team assignment and instant response.
1. Customer Starts a Conversation
A new customer conversation arrives in a selected inbox (such as WhatsApp Business or Support Inbox).
2. WAManager Checks Your Rules
WAManager checks configured rule conditions (for example: Inbox = Sales Inbox and Status = Open).
3. The Routine Work Happens
Assign to Sales Team, add the “New Lead” label, and send a configured acknowledgement reply automatically.
Route Conversations to the Right Agent or Team
Use rules to automatically assign incoming conversations to a specific agent or team when your configured conditions match.
Keep Conversations Organized Without Manual Updates
Automatically apply labels, change conversation statuses, and update team ownership as customer interactions progress.
Mark New Inquiries With Labels
Add or remove custom operational labels (such as Support, Billing, Sales Inquiry, or Product Question) automatically based on rule triggers.
Move Conversations to the Right Status
Update conversation status between Open, Pending, or Resolved automatically as interactions unfold.
Route to Another Configured Team
Transfer conversations between operational teams as customer needs evolve during conversation updates.
Send a Configured Message When a Rule Matches
WAManager can send a configured message as an automation action when your rule conditions are matched.
“Inbound chat on Support Inbox & Status = Open”
“Hello! Thanks for reaching out. We have received your message and an agent from our Support Team will be with you shortly.”
How WAManager Automation Rules Work
Understand the simple 3-part structure behind every automation rule in your workspace.
A conversation event triggers (e.g. Conversation Created, Status Changed, or Message Created).
WAManager evaluates configured conditions (e.g. Inbox = Sales, Status = Open, or specific labels).
Supported actions execute automatically (e.g. Assign Team, Add Label, Change Status, or Send Message).
Give Your Team Shortcuts for Repeated Work
Equip your agents with manual shortcuts for multi-step tasks and frequent customer responses.
Macros
Save a group of supported actions that an agent can manually run with one click when the same repeated task comes up again.
Canned Responses
Save frequently used replies so agents can insert verified answers into customer conversations without typing them again.
Automatically Resolve Inactive Conversations
Configure conversations to be automatically resolved after a defined period of inactivity, keeping your team inbox clean and organized.
Set an inactivity threshold in account settings to resolve open threads that haven't received customer activity, ensuring your active queue reflects current work.
See Automation in WAManager
Book a demo to explore how WAManager Automation reduces repetitive conversation work and keeps customer workflows consistent.