Who handles each conversation
Konverda gives every conversation a single responsible person and remembers who attended each contact. Why it works that way, the order it decides in, and what the default responsible does (and does not do).
On this page
In Konverda every conversation has one responsible person, and every contact carries a memory of who attended them last. This is not a configuration detail: it is how we understand work on WhatsApp. This page explains why, how Konverda decides whose turn it is, and how to move a conversation when you want somebody else to carry it.
One person per contact
Konverda thinks in relationships, not tickets.
On the other side there is no case number: there is somebody who opened WhatsApp — the same place they message their family — and who believes they are talking to a person. If a different person answers every time, and they have to explain again who they are, what they bought and what you told them last week, the number stops feeling like a person and starts feeling like a call centre.
That is why a conversation is not an item in a queue to be spread around to balance load. It is a relationship to be kept. When María attends Laura, Laura comes back to María — and María already knows what it was about.
Why WhatsApp demands it
There is also a reason we do not set: the 24-hour window.
Meta only lets you reply freely during the 24 hours following the contact’s message. After that, reopening costs an approved template and real money, and by then the conversation has usually gone cold. Replying fast is not a best practice: it is very nearly the whole game.
And for somebody to reply fast, somebody has to owe the reply. A conversation everyone is responsible for belongs to nobody. So while it is open, it has a name on it.
Put the two together and you get what we are after: memory + a single responsible person = the contact never has to explain themselves again.
Who Konverda assigns to, and in what order
When a message arrives, Konverda looks for a responsible person from top to bottom and stops at the first rule that matches.
- Whoever already has it keeps it. If the conversation has a responsible person, the decision ends there. A conversation in progress is never taken away from anyone, by any roster.
- If the message continues a conversation that had just closed, it goes back to the same person. Replying ten minutes after a purchase or a close should not change who you are talking to.
- The roster of the campaign or capture point the contact came in through, if they came in recently and that is the freshest door. This is the «Reparto de conversaciones» (conversation roster) you configure on the campaign or on the form: it splits between the people you put there, according to their percentages. If that door has no roster of its own, Konverda keeps going down. “Recently” means the workspace’s «Ventana de atribución» (attribution window): 7 days by default, adjustable under «Ajustes» → «Reglas» (settings → rules).
- Whoever attended this contact last, if they are still on the team. This is the memory, and it is the rule that makes writing again mean coming back to the same person.
- And only then, the workspace’s default responsible.
What the default responsible does (and does not do)
The default responsible — «Responsable por defecto» under «Ajustes» → «Equipo» (settings → team) — is the last rung, not the first. It receives conversations from new contacts: those who never had a responsible person, and those who had one who is no longer on the team.
Changing it moves nothing that is already open. It does not reassign conversations, does not erase any contact’s memory, and does not change campaign or capture-point rosters.
Because it is a quiet change and easy to misread, Konverda asks before applying it: when you pick somebody else, «Cambiar el responsable por defecto» (change the default responsible) appears and tells you exactly what will and will not happen. If it is not what you were after, cancel and nothing is saved.
I want somebody else to carry a conversation
Inside the conversation, in the context panel on the right, is the «ASIGNADO A» (assigned to) box. Press the name and choose who you are handing it to. The change is immediate: that person sees it under «Mías» (mine) and gets the notification.
Handing over moves both things at once: who carries it now and the contact’s memory. From that moment on, that contact comes back to the new person, in their next conversations too. That is what you want nearly always: if you hand a client to a colleague, you hand them over for real.
You can also leave it on «Sin asignar» (unassigned) if you would rather put it back in the pile. That releases the conversation, but it does not erase the memory: if the contact writes again, they come back to whoever attended them.
Moving every conversation from one person to another
When you want to empty somebody out entirely rather than go one by one: under «Ajustes» → «Equipo», in that person’s menu, «Transferir conversaciones». You choose who they go to, and Konverda moves every open one, and repoints those contacts’ memory to the new person as well.
Use it when somebody goes on holiday or leaves the team, and when a change of portfolio is real. Do not use it to balance load on an ordinary Tuesday: every transfer costs the contact a new person to talk to.
When the conversation closes
When a conversation closes, the person releases the seat: it stops counting as open work of theirs and leaves their pending list. The memory, on the other hand, stays. If the contact writes again, they come back to them.
There is one deliberate exception: if the conversation closes on its own (because the contact bought, for instance) but their last message is still unanswered, the seat is not released. An unanswered question is live work, and live work is never taken away from anyone halfway.
When somebody leaves the team
When you remove a person under «Ajustes» → «Equipo» with «Dar de baja» (remove), Konverda shows you everything they still hold — conversations, capture points, rosters, the default-responsible seat itself — and asks once who takes it all over. It will not let you finish without choosing somebody. Everything moves and the removal is applied in the same step.
Their history is not deleted: their messages, their notes and their files keep their name.
And if some older conversation still “remembered” that person without being assigned to them, that memory simply stops counting: Konverda does not route to somebody who can no longer log in. That contact drops to the next rung — usually, the default responsible.
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