IVR Node: Reassign Conversation

The Reassign conversation node (AssignConversation type) lets your IVR flow assign the inbox conversation tied to the call to a specific agent or team. It doesn't play audio or transfer the call over SIP — it's a pass-through node that runs silently and moves on through its single output immediately.

It's handy in two situations: (1) reassigning the chat BEFORE the SIP transfer happens, so the agent already sees the conversation in their inbox the moment their phone rings; or (2) when the IVR has already gathered enough information (say, via Schedule + Contact lookup) to route the chat to the right team without necessarily transferring the call itself.

Configuration

• Target type: User or Team.
• User / Team: pick from the dropdown, or leave the selector empty and use "Or search by name (alternative)", typing the agent's name/email or the team's name. The engine tries an exact match first, then falls back to a partial match.
• Mark as unread: bolds the conversation in the new owner's inbox so they notice it right away.
• Insert system message in chat: adds a grey pill ("Conversation reassigned to X"). Turn it off if the reassignment is purely internal housekeeping.

Example

A flow detects with Contact lookup that the caller is tagged "VIP" and branches on that via Condition. Before the transfer node (Route to team → "VIP Support"), you drop a Reassign conversation node targeting "VIP Support" by name, with "Mark as unread" on. That way, once the team picks up the phone, the chat is already sitting in their inbox, highlighted.

Tips

• If no conversation is linked to the call, or the agent/team can't be found, the node doesn't fail the flow — it logs a warning and continues through its single output.
• Pair it with a transfer node (Route to user/team) when you also want to move the call; if you only need to route the chat, it can stand alone with no SIP transfer.
• If the searched name is ambiguous (matches two or more agents/teams), the node assigns no one — prefer picking from the dropdown whenever the target is fixed.