Auto Assign Leads
Auto-assign removes the 'who's taking this one?' problem. New conversations land on the right agent instantly.
When to use this guide
As soon as you have more than one agent. Even a 2-person team benefits.
Before you start
- At least 2 active team members.
- Decide your routing rule: round-robin, by source tag, or by working hours.
Step-by-step
- 1
Open the Auto Assign template
Automation → Templates → Auto Assign Leads → Use Template.
- 2
Set the trigger
Default is New Conversation. Keep it unless you have a specific need.
- 3
Pick a routing strategy
Round-Robin distributes evenly. Tag-based routes Instagram leads to Sara, ads to Mike, etc. Working-hours routes to whoever is online.
- 4
Pick the agents in the pool
Only Active team members appear. Viewers can't be assigned.
- 5
Activate
Toggle Active. The next new conversation will be auto-routed.
What happens next
Track agent load in Reports → Team Reports. Adjust the pool or strategy if one agent is overwhelmed.
Common issues
Same agent keeps getting every conversation.
Open the automation and confirm the strategy is set to Round-Robin, not 'First Available'.
Conversations aren't being assigned.
Check Logs — likely the trigger condition is too narrow, or all agents are marked offline.
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Still need help?
Contact Nuha Chat Support — the more detail you share up front, the faster we can help. Please include:
- Workspace name — so we can find your account.
- WhatsApp number involved in the issue (in international format).
- Screenshot of the issue, including the full error message if one is shown.
- The step you were trying to complete when the issue happened.
We typically reply within a few hours during business days.