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
Navigate to Bot Actions
Open the required bot flow
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
Use Teams for Department Routing
Recommended:
Sales Team
Support Team
Marketing Team
Developer Team
This improves lead management.
Use User Assignment for Ownership
Use User assignment when a specific agent should handle the conversation.
Example:
Swathi
Use Bot Assignment for Multi-Bot Workflows
Useful when switching between specialized bots.
Example:
Booking Bot
Common Use Cases
Lead Assignment
Lead Qualified ↓ Marketing Team
Support Escalation
Customer Complaint ↓ Support Team=
Direct Agent Transfer
VIP Lead ↓ Sales Manager
Multi-Bot Routing
FAQ Bot ↓ Booking Bot
Expected Output
After successful configuration:
chat is automatically routed
correct team/user/bot receives it
conversation ownership is clear
workflow becomes automated
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