Users, teams and routing

A clinic usually has several WhatsApp lines and several patient coordinators. In WADOG you can assign each number to specific users or a team, and have new patients shared out between those people in turn. The actions in this article are done by account admins.

Users

Users in WADOG are the team members of your MedicalGrow account. A team member is added to the list automatically the first time they open the WADOG panel.

1. In the left menu, open Kullanıcılar (Users).
2. If someone is missing, click CRM'den senkronla (Sync from CRM) to pull in every team member of your account. (If sync doesn't work, the person is added anyway the first time they open the panel; you can also add them manually by user ID with Kullanıcı ekle — Add user.)
3. To give a user their own numbers, click the Numaraları düzenle (Edit numbers, phone) icon at the end of the row, tick the numbers and mark one as ★ Varsayılan (Default).

A user with "Ortak numaralar" (Shared numbers) in the Numaralar column has no private number and uses the numbers not assigned to anyone. Adding team members or changing their role happens in MedicalGrow, not in WADOG: see My Staff.

Teams

Instead of assigning a number person by person, you can assign it to a team; every member of the team can then use it.

1. In the left menu, open Ekipler (Teams).
2. Click Ekip oluştur (Create team), type the Ekip adı (Team name, e.g. "Patient coordinators"), tick the members and click Oluştur (Create).
3. To change members later, use the Üyeleri düzenle (Edit members) icon on the team card.

Deleting a team doesn't delete users or numbers; it only removes the team memberships and the team's number assignments.

Assign users and teams to a number

1. On the Numaralar (Numbers) page, click the Kullanıcı ve ekip ata (Assign users and teams) icon on the number's card.
2. In the Kullanıcılar (Users) list, tick the people who will use the number. Optionally click Varsayılan yap (Make default) for a person: when that person writes from the panel, this number is used first.
3. In the Ekipler (Teams) list, tick the teams that will use the number.
4. Click Kaydet (Save).

Lead distribution

Lead distribution is controlled by the Yeni lead'leri otomatik ata (Assign new leads automatically) switch on the Ayarlar & API (Settings & API) page; it is on by default. When it's on, someone writing on WhatsApp is assigned in this order:

1. If the contact is already assigned to a user in the panel, it is left alone; the existing assignment doesn't change.
2. If a user has previously talked to the contact from this number and still has access to it, the contact is assigned to that user.
3. Otherwise the contact is shared out in turn (round-robin) among the users and team members assigned to the number the message came in on.
4. If nobody is assigned to the number, the contact stays unassigned.

If you switch it off, new contacts appear unassigned in Conversations and you assign them by hand. See Assign and collaborate.

Example: "Patient coordination line" is assigned to the Patient coordinators team (Mehmet Demir, Zeynep Arslan). Sarah Mitchell from London writes for the first time → she's assigned to Mehmet. Then Emma de Vries from the Netherlands writes → she's assigned to Zeynep. When Sarah writes again a week later, she lands in Mehmet's list again.

Sticky numbers: which number does the chat continue from?

WADOG remembers which number each patient has talked to. When you write to a patient from the panel, the number is chosen in this order:

1. The number already used with this patient (the sticky number) — the patient always hears back from the same number.
2. The writing user's ★ default number.
3. Other numbers private to that user (connected ones first).
4. The account's default number.
5. Any connected number.

A user can only use numbers assigned to them or not assigned to anyone; they can't write from a number private to another user. If they have access to no number at all, a number is chosen by the general rule so the message isn't lost.

Shared numbers

In some setups the same WhatsApp number is used in more than one MedicalGrow account with a single QR scan (e.g. two clinics in the same group). Shared numbers show a "… alt hesapta" (in … accounts) badge on the card. They behave like this:

• An incoming message goes to the account the patient talked to most recently; the same message is never written to two accounts.
• If the patient has never talked to any account, the message goes to the number's home account.
• If you Kaldır (Remove) a shared number in one account, it only leaves that account and keeps working in the others.

Number sharing is set up by our team; if you need it, message our support team.

Common issues

A coordinator can't see a particular number. The number may be assigned to other users or to a team. Add the coordinator to the number or to that team.

New leads always go to the same person. Only one user may be assigned to the number, or the contacts have talked to that user before. Widen the assignment.

Related articles

• Number settings
• Messaging with WADOG
• Assign and collaborate
• Team roles setup