Removing Users and Reassigning Conversations

Remove users in WapCRM securely by reassigning chats and unassigning channels. Maintain seamless support on WhatsApp, Instagram, Facebook Messenger, Telegram, SMS, and VOIP without service disruptions

Removing Users and Reassigning Conversations in WapCRM

When removing a user in WapCRM, it is essential to follow a structured process to avoid data loss and service disruptions. Before deleting a user, you must:

✅ Reassign active conversations to other agents to maintain customer service continuity. ✅ Unassign the user from all channels (WhatsApp, Instagram, Facebook Messenger, Telegram). ✅ Disable or remove the user account securely to prevent unauthorized access.

By following these steps, businesses can ensure that:

• No customer messages are left unattended.

• All chat histories remain accessible to the new assigned agent.

• Call data and performance reports maintain their integrity.

• The team continues to operate smoothly without workflow interruptions.

This method ensures data security, maintains high service standards, and allows for temporary user removal if needed, without losing critical settings or historical data. 🚀

In WapCRM, removing a user is not as simple as deleting their account. To maintain workflow continuity and data integrity, businesses must first:

✅ Remove the user from all assigned channels. ✅ Reassign their active conversations to other agents. ✅ Ensure no unassigned chats are left, which could disrupt customer service.

This process helps prevent data loss, ensures no customer messages are missed, and maintains a smooth operation within your team.

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Key Steps Before Removing a User

Step 1: Identify Active Channels and Conversations

📌 Go to Settings → Users to view the user's active channels and chat assignments. 📌 Check the channels where the user has access.

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Step 2: Remove the User from Communication Channels

Before deleting a user, you must revoke their access to all communication channels:

📌 Go to Settings → Channel Management. 📌 Select each channel where the user is assigned. 📌 Remove the user by unassigning them from the channel. 📌 Save changes to ensure the user no longer has access.

💡 Benefit: This step protects channel integrity and prevents future messages from being sent to a non-existent user.

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Step 3: Reassigning Conversations to Another User

To avoid service disruptions, transfer the user's active conversations to a different agent:

📌 Navigate to Conversations → Open Chats. 📌 Filter by the user whose account will be removed. 📌 Select all active chats and click "Transfer Chats". 📌 Choose the new agent who will handle these conversations. 📌 Confirm the transfer to complete the process.

🔹 Pro Tip: Assign conversations based on agent availability or specific expertise.

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Step 4: Reassigning Call Center Tasks

If the user also managed VOIP calls, ensure their call assignments are also updated:

📌 Go to Call Center Management → Active Calls. 📌 Identify any queued or ongoing calls linked to the user. 📌 Reassign these calls to available agents using the "Reassign Call" function.

💡 Tip: This step ensures no customer calls are left unattended.

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Step 5: Disable or Remove the User

After reassigning all chats and call center tasks, you can safely remove the user:

📌 Go to Settings → User Management. 📌 Select the user and click "Remove User" or "Disable Account".

• Remove User: Permanently deletes the user and all associated permissions.

• Disable Account: Keeps the user's data but blocks access, useful for temporary suspensions.

💡 Benefit: The "Disable Account" option is helpful if the user might return, as it retains their chat history and settings.

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What Happens to the User's Data After Removal?

✅ Chats and Conversations: If reassigned, all chat histories remain visible to the new agent. ✅ Call Logs: Call center data, including call results and voice recordings, remain intact in reports and analytics. ✅ Reports and Analytics: The user's historical data will still be part of performance reports, ensuring data continuity. ✅ Security and Access: Once removed, the user will be automatically logged out, and all access credentials will be invalidated.

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Best Practices for Removing Users in WapCRM

✅ Always reassign conversations before removing a user to avoid service gaps. ✅ Inform the team of the change to maintain transparency and workflow stability. ✅ Monitor the reassigned conversations to ensure the new agent is managing them correctly. ✅ Update routing rules if the user was part of a smart routing rule (e.g., Round-Robin, Least Chats Assigned).

💡 Tip: Run a test scenario to ensure no messages are being sent to the removed user’s account.

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Handling Special Cases: Temporary User Removal

If you need to temporarily remove a user, disabling the account is more effective:

• The user cannot log in, but their chat history and permissions remain stored.

• Ideal for sick leave, extended breaks, or temporary offboarding.

• When the user returns, simply reactivate the account without needing to reconfigure settings.

💡 Example: During a temporary suspension, all active chats can be automatically redirected to a supervisor until the user is reinstated.

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Why Follow These Steps for User Removal?

✅ Ensures service continuity by reassigning chats and calls to active agents. ✅ Prevents data loss by keeping chat history and call logs intact. ✅ Maintains security standards by revoking access immediately. ✅ Avoids operational disruptions, especially if the removed user managed high-priority conversations.

🚀 WapCRM's structured process for user removal helps businesses manage team changes smoothly and maintain high-quality customer service!

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Get Started Today!

📌 Prepare Conversations for Reassignment → Safely Remove the User → Maintain Service Continuity!