Workflow node: Assign Agent

What it does

The Assign Agent node controls who a conversation gets assigned to: a specific agent, a team, an agent automatically picked from within a team, or nobody at all.

When to use it

Use it to automate conversation routing without a supervisor manually assigning each one — for example, sending everything tagged "Renewals" to the right team and rotating it among that team's available agents.

Configuration

• Action: "Assign to agent" (a specific user), "Assign to team" (lands on the team, no individual agent), "Assign within team" (picks an agent from the team using a routing logic), or "Unassign" (clears both agent and team).
• Agent / Team: the user or team id, depending on the chosen action.
• Routing logic (only for "Assign within team"): round robin, least load (the agent with the fewest open conversations), or manual.
• Online agents only: when enabled, ignores offline agents when picking who to assign.
• Max open conversations: skips agents who already have that many (or more) open conversations.

Example

A "Renewals" workflow: after the AI Classifier detects the intent, an Assign Agent node with action "Assign within team" targets the "Renewals" team, uses "least load" logic, and caps at 5 open conversations — so no single agent gets swamped while a less-loaded teammate is available.

Tips

With "Assign within team", the conversation always gets tagged to the team even if no individual agent qualifies under the filters — so the team context is never lost.

Troubleshooting

If individual assignment never happens, check the filters: "online only" combined with "max open conversations" can rule out the whole team during peak hours. Loosen the cap or temporarily drop "online only" to confirm.