Assign Conversation

The Assign Conversation utility is used to automatically route a chat conversation to a specific user, bot, or team based on the workflow logic.

This helps streamline conversation routing and ensures leads, support requests, or customer chats are directed to the right destination.

This feature is especially useful for:

• assigning leads to sales teams

• routing support tickets

• transferring chats to another bot

• assigning conversations to agents

• distributing chats across teams

Overview

Assign Conversation allows you to route the conversation to:

• User → assign to a specific team member

• Bot → hand over to another chatbot flow

• Team → assign to a specific department or group

Use Case Example

Send Buttons ↓ Customer completes action ↓ Assign Conversation ↓ Marketing Team

Example: After collecting customer interest details, the conversation is assigned to the Marketing Team.

1. Open Bot Actions

1. Navigate to Bot Actions

2. Open the required bot flow

3. Select the current working path

Example:

Welcome message

2. Add a New Node

From the previous node (for example, Send Buttons), drag and drop the output dot to create the next step.

Then click:

Add Node

This opens the action panel.

3. Open Utilities Tab

From the available tabs:

• Send

• Ask

• Utilities

• Connections

Click:

Utilities

This section contains workflow helper actions.

4. Select Assign Conversation

Click:

Assign Conversation

This opens the Assign Conversation configuration panel.

5. Configure Action Name

In Action Name, enter a descriptive name.

Example:

Assign

Recommended names:

• assign lead

• route to support

• transfer to sales

• assign marketing team

Use clear names for easy identification.

6. Select Assign Type

In Select Assign Type, choose one of the following:

• User

• Bot

• Team

This defines where the conversation will be routed.

Assign Type: Bot

Use this option to transfer the conversation to another bot.

7. Select Bot

Choose:

Bot

Then in Select Bot, choose the required bot.

Example:

Residency Booking

This routes the conversation to the selected bot.

Example Use Case

Lead Capture Bot ↓ Assign Conversation ↓ Residency Booking Bot

This is useful for multi-bot workflows.

Assign Type: User

Use this option to assign the chat to a specific team member.

8. Select User

Choose:

User

Then in Select User, choose the required user.

Example:

Swathi

This routes the conversation directly to the selected user.

Example Use Case

Support Request ↓ Assign Conversation ↓ Swathi

This is useful for direct ownership.

Assign Type: Team

Use this option to assign the chat to a department or group.

9. Select Team

Choose:

Team

Then in Select Team, choose the required team.

Example:

Marketing Team

This routes the conversation to all users in the selected team.

Example Use Case

Lead Qualified ↓ Assign Conversation ↓ Marketing Team

This is the most common routing workflow.

10. Save Configuration

Click:

Create

This finalizes the conversation assignment configuration.

11. Workflow Result

After the bot completes the previous action:

• lead is assigned automatically

• chat moves to selected destination

• assigned user/team receives the conversation

Example:

Assign Conversation To: Team Lead Action

12. Publish Changes

Click:

Publish

This saves and deploys the bot configuration live.

Without publishing, the routing changes will not reflect.

Final Workflow Summary

Send Buttons ↓ Customer completes flow ↓ Assign Conversation ↓ Team / User / Bot

How It Works

Once the configured node is triggered:

• bot completes the previous step

• Assign Conversation runs

• chat is transferred automatically

• selected destination receives the conversation

Best Practices

Use Clear Action Names

Good:

assign marketing lead

Bad:

action 1

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Use Teams for Department Routing

Recommended:

• Sales Team

• Support Team

• Marketing Team

• Developer Team

This improves lead management.

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Use User Assignment for Ownership

Use User assignment when a specific agent should handle the conversation.

Example:

Swathi

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Use Bot Assignment for Multi-Bot Workflows

Useful when switching between specialized bots.

Example:

Booking Bot

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Common Use Cases

Lead Assignment

Lead Qualified ↓ Marketing Team

Support Escalation

Customer Complaint ↓ Support Team=

Direct Agent Transfer

VIP Lead ↓ Sales Manager

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Multi-Bot Routing

FAQ Bot ↓ Booking Bot

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Expected Output

After successful configuration:

• chat is automatically routed

• correct team/user/bot receives it

• conversation ownership is clear

• workflow becomes automated