Hello Zoho Experts,

I connected WhatsApp IM to my Zoho Desk account. I only assigned my Customer Service (CS) agent to the WhatsApp channel, and I did NOT include Admin in this channel.

However, every new WhatsApp conversation automatically gets assigned to the Admin. I noticed that for all incoming messages, the Contact Owner is set to Admin, even for completely new contacts.

I want to understand:

1. Could this behavior happen because the Contact Owner is automatically set to Admin?

2. Is there a way to have all new WhatsApp messages assigned directly to my CS agent instead, without going through Admin?

I have already checked:

- WhatsApp is connected only through Zoho

- My CS agent has all IM permissions and is set to Available

- Assignment Rules are set but do not seem to apply because Admin is assigned as Contact Owner

Any guidance or recommended settings would be greatly appreciated.

Thank you!