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How does WhatsApp lead routing work?

WhatsApp lead routing assigns inbound conversations to the right agent using rules such as source, language, workload, priority, and past relationship.

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Start with an eligible enquiry

A supported connection receives the enquiry. The workspace checks the contact and lead context, then applies the configured assignment process. An unknown or unassigned enquiry needs a visible review path.

Choose who decides

Managers can assign directly or review supported recommendations. Automatic assignment depends on workspace settings and eligible agents; it should have a clear exception process when no suitable owner is available.

Keep the handoff accountable

Confirm the owner and next follow-up, review overdue work and revisit assignment settings as the team changes. Routing a lead does not by itself mean someone has responded.

About this product

Aura Command is built and operated by AuraCube. Product documentation by Hamees Momin for AuraCube. Contact our team for workflow and implementation questions.