Assign To Step

The Assign To step routes the conversation to the right person or team. It supports direct assignment, automatic distribution with round-robin or least-open logic, and AI agent handoff.

When to use this step

Use this step after qualifying a lead, after a business-hours check, after routing by topic with a Branch step, or whenever you need to hand the conversation to a human agent or AI.

Assignment targets

• User — assign to a specific agent by name
• Team — distribute among members of a specific team
• Workspace — distribute among all agents in the workspace
• AI agent — hand the conversation to an AI agent
• Unassign — remove the current assignment

Assignment logic

When assigning to a team or workspace, choose how conversations are distributed:

• Round robin — assigns to agents in rotation for even distribution across the team
• Least open — assigns to the agent who currently has the fewest open conversations

Online-only filter

Enable "only online users" to skip agents who are currently offline. This ensures the customer is connected to someone who can respond right away. Combine this with the timeout branch to handle cases where no agents are online.

Maximum concurrent conversations

Set a maximum number of open conversations per agent. Agents who have reached their limit are skipped during assignment. This helps prevent agent overload and ensures quality responses.

Output paths

• Assigned — the conversation was assigned successfully
• Timeout — no eligible agent was found within the timeout period (optional)

Timeout branch

Enable timeout to handle situations where no agent is available. The default timeout is 1 hour, and you can adjust it in minutes, hours, or days. The timeout path lets you provide a fallback — for example, sending a "we will get back to you shortly" message, assigning to an AI agent, or creating a ticket.

Example use cases

• Round-robin assignment across a support team with an online-only filter
• Assign VIP customers to a senior agent after a Branch step identifies them
• Hand off to an AI agent outside business hours after a Date & Time check
• Unassign and reassign to a different team when a conversation is escalated