# WhatsApp Lead Routing by Topic: Assign Chats to Reps > WhatsApp lead routing by topic: Levvo reads each enquiry and hands it to the rep who covers that topic. No departments, every move on one screen. > > Canonical URL: https://levvoapp.com/whatsapp-lead-routing/ --- ## Stop WhatsApp leads waiting for someone to claim them Levvo reads each new message and sends it to the agent who covers that topic, whether it's an area, a car model or a service. Every lead has a named owner from the first message, and you can pass any chat to another agent at any time. No departments to set up. --- ## Why good leads sit unanswered Nobody ignores a lead on purpose. It sits because nobody was clearly in charge of it. ### The lead everyone can see and nobody takes Three agents see the new chat. Each assumes a colleague has it, or waits to see who jumps in. By the time someone does, the buyer has messaged another agency. ### The lead that lands on the wrong agent A buyer asks about an area one agent knows inside out, but the chat goes to whoever is online. It gets passed around while the buyer waits for a straight answer. ### The lead that arrives at 9pm or on a Sunday Someone glimpses it and assumes another agent will pick it up. It sits until the next working day, and the buyer has already booked a viewing elsewhere. ### "Who's got this one?" The manager forwards screenshots into the team group and waits for someone to say "mine". It's slow, and it only works while you're looking at your phone. --- ## Fewer chats sit with no owner Levvo detects the topic and sends each new lead to the agent who covers it. 1. **Common topics come ready:** Levvo already knows the usual ones, and you can adjust the words it looks for. No list to build from scratch. 2. **You only say who covers what:** Once. Change it in seconds when the team changes. 3. **It runs on its own:** New leads go to the right agent without you touching them, and you see who holds each chat. --- ## The topic decides who replies Each topic sits with the agents you mark for it. If the usual agent hasn't been in Levvo for 15 minutes, another agent who is online picks the chat up instead of letting it wait. - **One owner per chat:** Each new lead is read and sent to whoever covers that topic. A named agent owns it from the first message. - **You mark the topics each agent covers:** An agent who handles two areas gets both kinds of chat, with no duplicate teams and no second list to check. - **You see who holds each chat:** Every chat shows its owner, and you can pass it to another agent at any moment. --- ## Where an unclaimed chat costs the most Real estate, car dealerships, after-sales. The same idea in each. - **Leads about an area go to the agent who covers it** [Real estate]: A buyer messages on Saturday asking about an area you've set up as a topic. The chat goes to the agent who covers it, not whoever is online first. - **Test drive chats go to the showroom team** [Car dealerships]: A buyer asks about a test drive. The chat goes to the agent who handles that topic, while the lead is still hot. - **After-sales questions go to the right desk** [After-sales]: An invoice or warranty question skips the sales agent and lands with the person who resolves it. - **Don't see your split? We map it in minutes** [Custom setup]: Tell us how your team divides leads. We turn it into topics and who covers each one, in minutes. --- ## Send the next lead to the right agent without touching it No credit card required. Keep your existing number. Live in 2 minutes. > "Every message without an owner is a sale going cold. Levvo detects the topic of the lead and assigns it, no need to set up departments by hand. It connects in 2 minutes, and you see who holds every chat from the dashboard and can reassign it in seconds." > > - Frank, ex Sales Manager & Builder --- ## What owners ask before routing by topic ### Do I have to build departments first? No. The common topics are already there, and you just mark who covers each one. Your agents work together on the line as one team, and nothing needs redrawing when someone joins or leaves. ### What if an agent covers two areas? You mark both topics and they get both kinds of chat. One person, one list, no duplicate teams. ### What happens when the usual agent is away? If the agent who covers the topic hasn't used Levvo in the last 15 minutes, another agent who is online gets the chat right away. If nobody is online, the chat stays without an owner until someone takes it. Levvo won't send you an alert for that, but you can filter for chats with no owner in your dashboard. ### Can I change an assignment? Yes. Any chat can be passed to another agent at any point, and you can see who holds each one. ### Do my agents need to learn a new system? A little. Agents answer from Levvo in the browser or on their phone, with nothing to install. It looks and feels like WhatsApp, and each agent gets their own login. Your WhatsApp number stays the same and your clients notice nothing. Levvo does the assigning; you watch it from your side. ### Does it work if each agent has a separate number? Yes. Connect each number as its own line, each with its own inbox, and choose which agents answer it. ### Does an AI agent answer before my team? Only if you turn it on. It is off by default. If you create an AI agent and give it a topic, chats on that topic can go to it. Groups always stay with people, and an agent can take a chat back at any time. ### How does Levvo compare to respond.io? respond.io unifies chat, calls, email and social in one team inbox with AI agents, built for high volume, and it works through the WhatsApp Business API. Levvo is narrower: one WhatsApp number shared by your team, linked by QR code, with each chat given a named owner by topic and nothing to build.