MoraselA shared WhatsApp inbox with assignment and handoff
A person or a configured rule assigns a ticket to an owner. When it needs another agent or team, a handoff moves ownership and keeps the thread — the customer never repeats themselves, and the new owner sees the full history and internal notes.
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What breaks when ownership changes hands badly
A WhatsApp conversation has no built-in idea of ownership. Without assignment and a real handoff, moving a ticket to someone else means either the customer starts over or the next agent guesses at what already happened.
- A ticket is passed on with a message in a side channel, and the context is gone by the time the next agent opens WhatsApp
- The customer is asked to explain the issue again because the new agent cannot see what was already said
- A ticket stays assigned to someone who is out, and no one notices until the customer follows up a second time
- Two agents both believe they own the same conversation, because nothing recorded who took it last
What the assignment record holds
Every ticket carries who owns it now, who owned it before, and what was left behind at the handoff.
- Owner
- The agent currently responsible for the ticket, visible to the whole team.
- Previous owner
- The agent who held the ticket before the last handoff, kept on the record.
- Handoff note
- What the previous owner leaves for the next one, so context is not only in someone's head.
- Status
- Open, waiting on the customer, or resolved — the same value everyone sees.
- History
- Every assignment, handoff, and status change on the ticket, in order.
What happens from assignment to handoff
The thread stays whole no matter how many agents touch it.
A message opens a ticket
An inbound WhatsApp message becomes a ticket with a status, ready to be owned.
A person or a configured rule assigns an owner
The ticket moves from unclaimed to owned, visible to the whole team in the shared inbox.
The owner works the ticket in one thread
Replies, internal notes, and status changes all attach to the same conversation the customer is in.
A handoff moves ownership with a note
When another agent or team needs to take over, the handoff carries a note and the ticket's full history with it.
The new owner continues without a restart
The customer stays in the same thread; the new owner reads the history and notes before replying.
What an assignment and handoff look like
One thread, one customer, ownership moving quietly behind it.
What the team sees
Ownership is a field on the ticket, not something the team has to remember by asking around.
- A ticket queue showing the current owner, priority, and status for every open conversation, on web and on the iOS and Android apps
- Assignment by a person or by a configured rule, never a guess about who should reply
- A handoff note and the full ticket history travel with ownership to the next agent or team
- Internal notes stay visible to whoever owns the ticket next, and are never sent to the customer
- Support analytics reads response time, resolution time, and handoffs from the same ticket history
What this does not do
Assignment is a person or a configured rule choosing an owner — there is no automatic skills-based routing or load balancing deciding it for them. A handoff moves ownership and context; it does not resolve the ticket on its own, and it is not an omnichannel helpdesk — voice, email, and social messages are not part of it.
Give every handoff a thread that stays whole
Start free and assign, hand off, and continue WhatsApp conversations without ever asking a customer to repeat themselves.
Assignment and handoff questions
Does Morasel assign tickets automatically?
A person or a configured rule assigns an owner — there is no automatic skills-based routing or load balancing choosing for them.
What happens to the conversation when a ticket is handed off?
The thread stays the same for the customer. The new owner sees the full history and any internal notes before replying.
Can I see who owned a ticket before the current agent?
Yes — the previous owner and the handoff note stay on the ticket's history alongside every message and status change.
What happens to a message that arrives after hours?
It gets an acknowledgement template automatically, and the ticket stays owned so the next shift can pick it up with full context.
Can more than one agent work the same WhatsApp number?
Yes — the ticket queue is shared, so every agent sees the same owner, priority, and status for a conversation, on web or mobile.
Is there a charge for each handoff between agents?
No — handoffs are not counted or charged one by one. Assignment and handoff run on your Morasel subscription — Core $49, Pro $99, Max $199, Enterprise on request, with a 14-day free trial and no card required.