I want incoming chats assigned to a specific person automatically

Assigning one by one works, but when the pattern is always the same (every chat goes to Rina, or every chat on the Bandung number goes to the Bandung team) it is better done automatically. The setting lives in the conversation view, not in the WACO dashboard.

Option 1: always the same person

1. Open the conversation view, go to Settings → Automation.
2. Click Add Automation Rule.
3. Event: choose Conversation Created.
4. Conditions: to cover everything, use a condition that is always true, for example Inbox is your number.
5. Actions: choose Assign an agent and pick the person.
6. Save. From then on every new conversation lands on them.

Option 2: shared out between several people

If you want automatic sharing instead of one person: go to Settings → Inboxes, pick the number, and under Collaborators turn on Enable auto assignment. Chats are handed round to everyone listed on that number, and you can cap how many each person holds at once.

Want "always one person" without writing a rule? Leave only that person as a collaborator on the number, then turn auto assignment on.

Option 3: by branch or by topic

Use Teams. Create the team under Settings → Teams, add its members, then in the automation rule above choose the action Assign a team. Conditions can be as specific as you like: a particular inbox, a label, or a keyword in the message.

If the assignee cannot see the chat

Almost always one of two things, neither of them a fault: the person is not a collaborator on that number (Settings → Inboxes → Collaborators), or they are filtering on Mine and the chat arrived after their screen loaded. Refresh the page.