When multiple team members handle WhatsApp conversations, messages can get messy fast. Two people might reply to the same customer. Important details get lost. Follow-ups fall through the cracks. TalkWhy solves this with three simple collaboration tools: chat assignment, internal notes, and smart tags.
Assign Chats to Team Members
Assigning a chat means one person owns the conversation. Everyone else on the team can see who is handling it, so no one else jumps in by mistake.
Step 1: Open the chat you want to assign from your TalkWhy dashboard.
Step 2: Click the assign button near the top of the chat panel.
Step 3: Select a team member from the dropdown list.
Step 4: The chat now shows that team member's name, and they get a notification. Other team members see it is taken and focus on their own chats.
Step 5: To reassign, click the same button and pick someone else. This is useful when a chat needs a different skill set or when someone goes off shift.
Add Private Internal Notes
Internal notes let you leave messages for your team inside a chat without the customer ever seeing them. Use notes to share context, flag urgency, or remind teammates about next steps.
Step 1: Open any chat in your TalkWhy dashboard.
Step 2: Look for the note or comment icon, usually near the message input area.
Step 3: Type your note and click add. The note appears in the chat thread but is marked clearly as internal.
Step 4: Mention a teammate by typing their name with @ if you need their attention. They will get notified.
Step 5: Read notes left by others to catch up quickly before replying to a customer.
Good things to put in notes include the customer's issue summary, promised follow-up dates, escalation reasons, and special handling instructions like VIP status or discount approvals.
Organize Chats with Smart Tags
Tags are color-coded labels you attach to chats for quick filtering and grouping. They help you sort conversations by type, priority, or any category that matters to your business.
Step 1: Open a chat you want to tag.
Step 2: Click the tag button near the top of the chat panel.
Step 3: Choose from existing tags or create a new one. Give it a clear name and pick a color.
Step 4: The tag appears on the chat in your list view. You can add multiple tags to one chat.
Step 5: Filter your dashboard by tag to see only chats in that category. This helps you batch similar tasks together.
Popular tag examples include Urgent, VIP Customer, Refund Request, Technical Issue, Sales Lead, Follow Up Needed, and Escalated.
Daily Workflow Tips
Assign every new chat to someone within the first few minutes. Add a note summarizing the issue right after assignment. Use tags to mark priority and category so managers can spot trends. Reassign chats when someone is overloaded or when expertise is needed. Review unassigned chats regularly so nothing sits unanswered.
Benefits for Your Team
Everyone knows who owns what. Customers get one consistent point of contact. New team members read notes and catch up fast. Managers see workload balance at a glance. Tags reveal patterns like common issue types or high-value customers. No more duplicate replies or missed messages.
If you have any issues assigning chats, adding notes, or using tags, connect with our support team via live chat on talkwhy.com or email us at [email protected]. We're here to help.
