Prospect assignment and profiling

Choose what your agent asks each prospect (up to 10 fields) and how chats are assigned to your advisors, by schedule or by option, with auto-assignment and reassignment.

The 👤 Assignment tab sets two things: what your agent asks each prospect (the assignment fields, up to 10) and which advisor the chat is assigned to. You can assign by schedule or by a prospect's answer — for example the area or the property type — and turn on auto-assignment of unclaimed prospects and reassignment when an advisor does not follow up in time.

Add assignment fields

1
Open the "👤 Assignment" tab
In your agent's settings, inside the ⚙️ Rules group. You will see "Assignment fields" with a counter out of 10.
2
Name the field
"Field name", up to 40 characters. For example: "Budget", "Area of interest", "Mortgage pre-approval".
3
Choose the type
- Text — free answer. - Predefined options — needs at least one option; "Other" is added automatically. - Appointment type — the options are your active appointment types (disabled if you have none).
4
Tell it when to ask
In "Ask the user when…" (up to 500 characters) describe the moment in the conversation when the agent should ask for it.
5
Click "Add field"
Every new field is "Required"; you can switch it to "Optional".

Required fields must be captured before an appointment can be booked. Assigning the conversation to a team member only waits for name, phone and the routing field (when assigning by option).

Don't duplicate what the contact already has (name, email, phone): the tab warns you when a field repeats one of them.

Assignment strategy

In "Assignment strategy" you choose how each chat is shared out:

The default. Assigns to the advisor available on their schedule.

Auto-assignment and reassignment

"Auto-assign unclaimed prospects" — if no rule assigns a prospect, they are assigned evenly to an advisor after the time you choose, counted in business hours.
"Reassign prospects with no follow-up" — if the advisor does not follow up in time, the prospect is reassigned and the new advisor gets an email.

For both, the time goes from 1 minute to 720 hours (30 days); the default is 120 minutes.

Limits

Item	Limit
Assignment fields	10
Field name	40 characters
"Ask the user when…" rule	500 characters
Auto-assignment / reassignment time	1 minute to 720 hours

A save with more than 10 fields is rejected; it is not silently trimmed.

Escalation to a human

Rules for handing the chat to a person.

Analytics: Performance

Advisor response, SLA and reassignments.

Frequently asked questions

How much information can the agent ask a prospect for?

Up to 10 assignment fields. Each can be text, predefined options or appointment type, and can be marked required or optional.

How does watsi share prospects out among my advisors?

With the assignment strategy. "By schedule" assigns to the advisor available on their schedule; "By option" assigns by the answer to a predefined-options field, such as the area or the property type.

Does the agent wait for every field before assigning the chat?

No. To assign the conversation it only waits for name, phone and the routing field (when assigning by option). The other required fields must be captured before an appointment can be booked.

What happens if an advisor does not follow up with the prospect in time?

If you turn on "Reassign prospects with no follow-up", the prospect is reassigned to another advisor when the first one does not follow up within the time you set, and the new advisor gets an email.