Summary
This guide explains how to configure the Assign to team/user/bot action in Astra. This action allows your Astra AI agent to hand over an active WhatsApp conversation to a specific team, user, or bot in Wati. Once assigned, Astra stops responding, and the selected assignee takes over the conversation.
Instructions
Follow these steps to configure how conversations are assigned in Wati:
Set up the action
Log into your Astra account.
Go to Action Library.
Select Assign to team/user/bot Wati action.
Open the Configuration step.
Configure action settings
1. Action intent page
What to do:
Enter a clear action name and intent.
Click Edit action intent to update it anytime.
How it works:
A specific intent ensures the agent triggers this action at the right moment (for example, when escalation to a human is needed).
2. Wati account
What to do:
Select the Wati account you want to use.
How it works:
All assignments will be made using this selected account.
Before proceeding, make sure your Wati and Astra accounts are connected.
3. Assignee (team, user, or bot)
What to do:
Choose who should take over the conversation:
Team – assign to a team in Wati
User – assign to a specific agent in Wati
Bot – assign to a bot in Wati
Select the exact team, user, or bot from the available list.
How it works:
When the action runs:
The current chat is assigned to the selected assignee.
Astra stops responding to the conversation.
The assigned team, user, or bot continues the interaction with the customer.
When to use this action
Use this action when:
A customer needs human support or escalation
The query requires a specialized team
You want to transfer the conversation to a bot for a specific workflow
This ensures a smooth handoff while keeping the conversation context intact.