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Clear ownership beats fastest typer. Vendschat lets you assign threads to teammates, groups (queues), or AI Agents — all from Chat. Hub doc: Chat & inbox overview

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Quick reference

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Example: CloudHost Support

CloudHost has 12 agents and two tiers. Manager Priya designs routing:

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Assign from Chat

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Desktop — recipient panel

  1. Open Chat → select thread
  2. Recipient panel (right) → Assigned to
  3. Open dropdown → search if many options
  4. Pick:
    • Teammate (user)
    • Group (internal team queue)
    • AI Agent
  5. Saves immediately — header shows new assignee

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Mobile — conversation header

Same Assigned to control in the compact header without opening full panel.

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Unassign

Select Unassigned in dropdown → thread returns to shared pool.

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Assignee types explained

Assignment options load from workspace users, groups, and AI Agents configured in Settings.

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Groups (internal teams)

Path: Settings → Workspace → Groups (/settings/workspace/groups) Create teams with members: Groups are for internal routing — customers never see group names.

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Weekend on-call example

Saturday 9 AM: only Weekend On-call is staffed. New WhatsApp threads assigned to that group (manually or via AI Agent action). Monday: manager reassigns leftovers to weekday tiers.

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Team members & roles

Path: Settings → Workspace → Team Members (/settings/workspace/team-members)

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Invite flow

  1. Team Members → Invite
  2. Email + role (+ custom page access if applicable)
  3. Teammate accepts link → lands in Chat
  4. Owner audits access monthly — remove ex-contractors promptly
See Getting started — invites.

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Label-scoped access

Restrict a freelancer to threads labeled Client-X:
  • Configure on membership (accessible labels)
  • They only see matching threads in Chat list
  • Useful for agencies and regulated verticals
Works alongside normal label filtering — not a replacement for workspace separation on Advanced multi-workspace setups.

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Page access (custom members)

Grant only what’s needed via page access: Members without Settings cannot connect channels — ask an Admin or Owner.

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Default AI Agent (workspace)

Some workspaces set a default AI Agent for new threads (workspace setting). Example: NovaFit Gym sets “Front Desk Bot” as default. New member DMs get instant class schedule answers; trainer takes over when someone asks for injury advice. Configure via workspace settings / admin — assign overrides per thread in Chat.

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Handoff patterns that work

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1. AI → Human

Bot escalates on keywords; human assigns self and replies.

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2. Human → Group

Agent stuck → assign Billing group + label Invoice dispute.

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3. Group → Human

On-call member claims thread by assigning to self.

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4. Shift change

Outgoing agent adds internal note in contact record, reassigns to incoming shift lead.

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Assigned messages filter

Thread list header shows an inbox button with badge — threads assigned to you for personal queue triage. Combine with Unread filter for morning standup: “What’s mine and unread?”

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AI Agents vs assignment

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Troubleshooting