The Click to WhatsApp Ads tab controls how new conversations are organized when customers contact your business from ads or organic WhatsApp entry points.

Use this page to automatically assign new contacts to groups, apply contact labels, and distribute conversations to agents using round-robin assignment.

📍 Where to Find This Tab #

Go to:

Settings → WhatsApp Settings → Click to WhatsApp Ads

This tab appears for users who have permission to view CTWA settings.

To save changes, your user must have CTWA Edit permission.

🧩 What This Tab Controls #

The tab includes three main sections:

📣 Click to WhatsApp Ads Settings
🌱 Organic Engagement Settings
👥 Team Assignment

📣 Click to WhatsApp Ads Settings #

This section controls how contacts are handled when they come from Click to WhatsApp Ads campaigns.

Click to WhatsApp Ads are Meta ads that open a WhatsApp conversation when the customer clicks the ad.

👥 Default Group Assignment #

Use Default Group Assignment to choose which contact group CTWA contacts should be added to automatically.

When a customer starts a conversation from a CTWA campaign, the system adds that contact to the selected group.

Example groups:

CTWA Leads
Paid Ads Leads
Campaign Contacts
New Prospects
Sales Pipeline

This helps your team filter, segment, and follow up with ad-generated leads.

🏷️ Default Contact Label #

Use the Default Contact Label to choose which label should be assigned to contacts coming from CTWA campaigns.

Example labels:

Paid Lead
Facebook Ad
Instagram Ad
Campaign Lead
High Intent

This makes it easier to identify where a contact came from and build targeted follow-up workflows.

🌱 Organic Engagement Settings #

This section controls how contacts are handled when they come from organic WhatsApp interactions.

Organic engagement means the customer started a conversation without clicking a paid CTWA ad.

Examples include:

Direct WhatsApp message
WhatsApp profile interaction
The customer saved your number and messaged you
The customer opened WhatsApp from a non-ad source

👥 Organic Default Group Assignment #

Use Default Group Assignment under Organic Engagement Settings to choose which group organic contacts should be added to automatically.

Example groups:

Organic Leads
Direct Messages
Support Contacts
General Inquiries
Website Visitors

This keeps organic contacts separate from paid advertising leads.

🏷️ Organic Default Contact Label #

Use the Default Contact Label under Organic Engagement Settings to choose which label should be assigned to organic contacts.

Example labels:

Organic
Direct Message
Profile Visitor
General Inquiry
Existing Customer

This helps your team understand the contact source at a glance.

👥 Team Assignment #

The Team Assignment section controls whether new contacts are automatically assigned to agents.

When enabled, the system uses round-robin distribution to spread new contacts evenly among agents.

This helps prevent one agent from receiving all new conversations.

🔁 Round-Robin Distribution #

Round-robin assignment distributes new contacts equally across the selected agent pool.

For example, if three agents are available:

Contact 1 goes to Agent A
Contact 2 goes to Agent B
Contact 3 goes to Agent C
Contact 4 goes back to Agent A

This is useful for sales teams, support teams, and lead handling workflows.

✅ Enable Team Assignment #

Turn on Team Assignment to automatically assign new contacts to agents.

When disabled:

Contacts are not automatically distributed.
Your team can assign contacts manually.
New contacts still receive the selected group and label settings.

💳 Plan Restriction #

Team Assignment is not available on the free plan.

If your plan does not support this feature, the tab shows an Upgrade button instead of the assignment toggle.

Upgrade your plan to use automatic team assignment.

⚙️ Assignment Method #

When Team Assignment is enabled, you can choose one of two assignment methods.

👥 Assign Equally to All Active Agents #

Choose this option to distribute new contacts across all active agents in your account.

Use this when:

All agents handle the same type of leads.
You want a simple automatic distribution process.
You do not need to exclude any agent from receiving new contacts.

🎯 Assign Equally to Selected Agents Only #

Choose this option when only specific agents should receive new contacts.

After selecting this option, choose agents from the Select Agents field.

Use this when:

Only sales agents should receive CTWA leads.
Only support agents should receive organic inquiries.
You want to exclude admins or inactive team members.
You have a dedicated campaign response team.

If this option is selected, at least one active agent must be selected before saving.

👤 Select Agents #

The Select Agents field lets you choose which agents are included in the round-robin assignment.

Only active agents will receive new contacts.

If no agents are selected while using the selected-agents mode, the system shows a warning:

Please select at least one active agent.

💾 How to Save Changes #

To update CTWA settings:

Open WhatsApp Settings.
Go to Click to WhatsApp Ads.
Select the default CTWA group.
Select the default CTWA contact label.
Select the default organic engagement group.
Select the default organic engagement label.
Enable Team Assignment if needed.
Choose the assignment method.
Select agents if using the selected-agent assignment.
Click Save Changes.

If the update succeeds, the system shows:

Update successfully.

🔎 Common Issues #

🚫 I cannot see the Click to WhatsApp Ads Tab #

Possible reasons:

Your user does not have CTWA View permission.
Your role does not allow access to WhatsApp settings.

💾 I Cannot Save Changes #

Check that:

Your user has CTWA Edit permission.
If selected-agent assignment is enabled, at least one agent is selected.
Your session is still active.

👥 Team Assignment Is Disabled #