Customers come back to the same person — by call and WhatsApp
The rep who worked the customer is the one who gets their call and their chat. Each agent sees their own customers, managers see everyone, and the customer never repeats their story to someone new.
- Calls to the owner first
- Chats to the owner first
- Visibility permissions
Clear ownership of every customer
Each agent sees their own
A rep sees only their own contacts and leads, a team leader sees the team and a manager sees everyone — by permission.
Chats go to the owner
When a customer with an owner writes in, the chat goes straight to that person, skipping the bot — leads included.
Calls ring the owner
The customer's call rings their owner's extension first; customers without an owner go on to the IVR or queue.
WhatsApp after the call
After the agent's call the customer gets an automatic WhatsApp from the company number: a thank-you, a location or a link.
Contacts created from calls
A new number that calls or is called becomes a contact, or links to its existing file, automatically.
Imports respect ownership
When a rep imports a list the rows become theirs, and customers who already belong to someone else are skipped.
The customer calls and their own rep answers
Point the company number to a smart destination that looks the caller up in the CRM: if they have an owner (a contact or an open lead) the call rings that extension first, otherwise it goes its normal way (IVR or queue). The admin sets it once on the number.
- Covers contacts and leads
- Customers without an owner go to the IVR or queue
- Every call recorded and reported
The customer's chat reaches their owner first
Turn on "The customer's owner first" on the WhatsApp channel: any chat from a customer who has an owner is assigned to that person straight away, skipping the bot, while new customers go through the bot or normal routing. After each call the agent's extension can send the customer an automatic WhatsApp from the company number.
- No bot for customers who have an owner
- New customers via the bot or routing
- Automatic WhatsApp after the call
For teams where the relationship is everything
Property brokers, car showrooms, insurance, B2B sales and clinics with a coordinator per patient: customers prefer talking to the same person, reps protect their customers, and management sees everything. When someone leaves, hand their customers to a colleague in one step.
- A full customer file with calls and chats
- Hand customers over when someone leaves
- Reports per rep
Frequently asked
How does the system know who owns a customer?
What if the customer has no owner?
Can a manager see every customer?
Does routing include leads?
What happens to an agent's customers if they leave?
Let customers reach you instantly
We set up a trial of the Klamna platform with your numbers and team, and show you how it organises calls and chats from day one.