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Assignment of responsible user

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WaFloW.ai allows you to automatically assign a responsible user to contacts who write via WhatsApp.
This facilitates lead management, work distribution, and continuity of service within GoHighLevel.

What is responsible user assignment? #

The responsible user assignment defines which GoHighLevel user is responsible for an incoming contact or conversation.

Once assigned:

  • The contact is linked to that user.
  • Automations can act based on the person responsible.
  • This prevents multiple agents from responding to the same contact without coordination.

What is this allowance for? #

Assigning a responsible person allows you to:

  • Distribute leads among the team.
  • Ensure commercial follow-up.
  • Improve the customer experience.
  • Maintaining order in large teams or agencies.

It is especially useful in:

  • Sales teams.
  • Customer support.
  • Agencies with multiple agents.

Where is the assignment configured? #

The responsible user assignment is configured:

  • At the subaccount level.
  • From the integrations or automation section.

You can define:

  • A default fixed user.
  • Or combine this assignment with more advanced automations in GHL.

How it works in practice #

When a contact writes on WhatsApp:

  1. WaFloW.ai receives the message.
  2. The contact is created or updated in GHL.
  3. The configured responsible user is assigned.
  4. Associated workflows (if any) are activated.

Everything happens automatically.

Integration with GoHighLevel workflows #

Once the person responsible has been assigned:

  • GHL can send notifications.
  • Automatic tasks can be created.
  • The contact can move through the pipeline.
  • A clear management history is maintained.

Best practices #

  • Define clear responsibilities for each subaccount.
  • Avoid constant changes in assignment.
  • Coordinate the assignment with the pipeline.
  • Document the logic for the team.

Common mistakes #

  • ❌ Do not assign anyone responsible.
  • ❌ Always assign to the same user without criteria.
  • ❌ Do not coordinate with automations.
  • ❌ Manually change responsible parties without tracking.

Summary #

Assignment of responsible user:

  • Improve team organization.
  • Reduces human error.
  • Ensure follow-up.
  • Scale customer service.

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Updated on 26 de January de 2026