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Table of Contents
Set up WhatsApp Agent Capacity - Whole Organization
Follow these steps to setup Agent Configuration for your organization:
- Go to Phone System
- Select View - System
- Go to Omnichannel - General
- Under the section “Agent Configuration”, user will see Focus Mode & Agent Capacities
Focus Mode
- Enable if you want agents to focus on either Calls or Chats.
- Agents will not receive calls if they are handling one or more chats.
- Agents will not receive chat assignments if they are on a call.
- Disable if you want agents to receive both Calls and Chats simultaneously.
- The default value is Disabled
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/direct/1725257293742/Screenshot%202024-09-02%20at%2011.07.25%E2%80%AFAM.png)
Agent Capacities
- Set the maximum number of conversations that an agent can be automatically assigned
- Users can edit agent capacities by clicking on the Edit button:
- Default values are as follows:
- Live chat: 3
- Support ticket: 5
- WhatsApp: 5
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4349518/Screenshot%2B2024-09-02%2Bat%2B11.16.09_AM.png)
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/direct/1725258051642/Screenshot%202024-09-02%20at%2011.20.04%E2%80%AFAM.png)
Set up WhatsApp Agent Capacity - Custom Setting
- Go to Phone System
- Select View - Everyone
- Select a user
- Go to Agent Configuration
- Select Follow Custom Setting
- Select the desired number of transactions for WhatsApp
- Click Save
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/direct/1725258440175/Screenshot%202024-09-02%20at%2011.23.27%E2%80%AFAM.png)
Note:
- The settings here will override the organization’s settings.
- This action requires the People Permission Group.
Create Canned Response - Whole Organization
- Go to Phone System
- Select View - System
- Go to Omnichannel - Canned Response
- Click Create
- Select type WhatsApp
- Input
- Name
- Short-cut
- Content
- Click Create
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4349527/Screenshot%2B2024-09-02%2Bat%2B11.36.41_AM.png)
Once created, the canned response can be edited or deleted.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4349530/Screenshot%2B2024-09-02%2Bat%2B11.39.22_AM.png)
Create Personal Canned Response - User Level
To create a canned response that will be used by a specific user only:
- Go to Phone System
- Select View - Me
- Select Canned Response
- Click Create
- Select type WhatsApp
- Input
- Name
- Short-cut
- Content
- Click Create
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4080446/1716440237616-Screenshot%2B2024-05-23%2Bat%2B9.56.06_AM.png)
Once created, the canned response can be edited or deleted.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/direct/1725259568973/Screenshot%202024-09-02%20at%2011.45.54%E2%80%AFAM.png)