wamleMedia
Team assignment and departments

A team inbox with assignment for the right person

A product question belongs with sales. An exchange needs support. Kwamle Media helps you assign those conversations to the right department and teammate, with roles and a clear handover from the bot.

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Inbox · Support · Assigned to Maya
Can someone help me with an exchange?
I am passing your conversation to Maya in support.
Thank you. The jacket is too small.
Hi Alex, Maya here. I will check the exchange options for your jacket.

A customer asks about a product, then needs help with an exchange. Sales thinks support is answering; support thinks the bot is handling it. A team inbox with assignment in Kwamle Media lets you give that conversation a department and a person responsible for the reply.

For a shop in Toronto, that might mean sales handles product questions while support handles exchanges. Team roles control permissions. When a teammate takes over from the bot, the bot stays quiet in that chat, and the person can review an AI suggestion before sending their answer.

How it works

  1. Set each teammate's role

    Choose the permissions each person needs: admin, agent or view-only. A role controls access; assigning a conversation identifies who should answer it. Set these responsibilities before the team starts sharing the work.

  2. Route the conversation to a department and a person

    Use departments such as sales and support to organise work in the unified inbox. Route the conversation to the relevant department and assign a teammate to answer. For example, send a product question to sales and an exchange request to support.

  3. Take over when the customer needs a person

    Open the conversation and take it over from the bot. The bot stops replying in that chat. Your teammate can read the conversation history and continue in the same thread, with the customer's earlier messages in view.

  4. Review the suggested reply before sending

    Ask the AI for a reply based on the conversation. Read the draft, check the details and edit it where needed. The suggestion waits for your agent to send it, so the person handling the chat stays responsible for the answer.

Who it is for

For businesses where customer questions belong to different people or departments.

  • Online stores route product questions to sales and exchange requests to support.
  • Support teams assign a person to a conversation that needs attention beyond the bot's answer.
  • Service businesses separate enquiries about services from questions about an existing booking.
  • Agencies organise who answers for each client with team roles, departments and assigned conversations.

Questions about team assignment

How does a team inbox with assignment help divide the work?

It lets you route a conversation to a department and assign a teammate to answer it. Agree who handles each type of question, then assign conversations accordingly. A department organises the work; the assigned person handles the reply.

Can I choose what each teammate can access?

Yes. Roles include admin, agent and view-only. Team permissions also let you choose the pages each member works on and whether they see only conversations assigned to them. Choose access that fits each person's responsibilities.

Will the bot keep replying after a teammate takes over?

No. The bot stays quiet for that conversation once a person takes over. The customer continues in the same thread, and the teammate has the history available when writing the next reply.

Does an AI suggestion go straight to the customer?

No. Your agent reviews the suggested reply, makes any changes and sends it. Suggestions support the person handling the chat; automatic replies are a separate setting.

Which conversations should go to a person?

A complaint, an exchange that needs a decision or a request outside your usual service is a reason to involve the team. Decide which department handles those cases and assign the conversation to a teammate. The guide on when to hand over to a person gives examples to help you choose.

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Tips

When should the bot hand over to a person? A short rulebook

The signals that mean a conversation needs a human: anger, money, custom requests, repeated questions and returning customers, and how the handover should feel.

· 3 min read