Channels and messaging
Who does an incoming chat go to?
Line settings decide whether a new message lands in the team pool or goes straight to one consultant. How the pool, claiming and line assignment work.
Where to find it
Chat
"A message arrived and nobody saw it" and "I get no notifications" both come out of one mechanism: whether an incoming chat lands in the pool or belongs to a person from the start. The line's settings decide that.
A chat's life has three stages: it arrives (the pool — nobody has claimed it, and the relevant team managers see it and get notified), somebody claims it (they are now its owner), and then it belongs to them (it leaves the pool; the owner, anyone added, and the relevant group manager can see it).
Step by step
- Assign only a team to the line: incoming chats land in that team's pool. Team managers see them and get notified, and the chat stays unowned until someone claims it. This is the setup you want for team sharing.
- Assign only a person (a default owner): incoming chats are created as belonging to them and never touch the pool. The right setup for lines with single-person responsibility.
- Assign nothing: the chat stays unowned and notifications go to every sales manager — the widest spread, and usually not what you want.
- Assign both a team and a person: in practice the person wins. The chat belongs to them directly and team managers never see it in the pool. For team sharing, assign no individual.
Tips and common mistakes
- Careful This is the most commonly misread behaviour in the system: assigning both a team and a person to a line and then asking why the team cannot see anything. The moment a person is assigned, the chat is owned and leaves the pool.
- Tip If a chat is assigned to you but does not show in your list and you cannot reply, it may belong to an e-mail mailbox with "hide from others" switched on. Only the owner and Admin/Moderator can reach those.
- Tip Change a patient's sales representative or group and their chats move too — you do not have to transfer conversations one by one.
Frequently asked questions
Why do I not get notified about new WhatsApp messages?
Pool notifications go to the relevant team managers. To receive them you have to be a group manager on that line's team, or claim the chat.
I assigned both a team and a person to a line and my team cannot see the chats.
That is expected. Once a person is assigned the chat belongs to them and never enters the team pool. For team sharing, assign only the team.
How do I claim a chat from the pool?
Open it from the "New" tab in the chat list and take it. From that moment you are the owner and it moves to the "Claimed" side.
Can I hand a claimed chat to someone else?
Yes, you can transfer it. If you are handing over the whole patient, changing the sales representative is better — the chats follow automatically.