> For the complete documentation index, see [llms.txt](https://docs.ownchat.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ownchat.app/bot/utility/assign-conversation.md).

# 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

{% embed url="<https://app.supademo.com/demo/cmmuavwlj21qrf3u9k3529fob?utm_source=link>" %}

### Overview &#x20;

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 &#x20;

Send Buttons\
&#x20;  ↓\
Customer completes action\
&#x20;  ↓\
Assign Conversation\
&#x20;  ↓\
**Marketing Team**

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

### 1. Open Bot Actions &#x20;

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 &#x20;

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 &#x20;

From the available tabs:

* Send
* Ask
* Utilities
* Connections

Click:

Utilities

This section contains workflow helper actions.<br>

{% embed url="<https://app.supademo.com/demo/cmpaouswu0008xv0j0wqlzysi?utm_source=link>" %}

### 4. Select Assign Conversation &#x20;

Click:

Assign Conversation

This opens the **Assign Conversation configuration panel**.

{% embed url="<https://app.supademo.com/demo/cmpaow3dj06ppxa0jasy1zoj4?utm_source=link>" %}

### 5. Configure Action Name &#x20;

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.<br>

{% embed url="<https://app.supademo.com/demo/cmpaox5mp000axv0j67njsxau?utm_source=link>" %}

### 6. Select Assign Type &#x20;

In **Select Assign Type**, choose one of the following:

* **User**
* **Bot**
* **Team**

This defines where the conversation will be routed.

### Assign Type: Bot &#x20;

Use this option to transfer the conversation to another bot.<br>

{% embed url="<https://app.supademo.com/demo/cmpap1qy506m2z70jwv7rbc9b?utm_source=link>" %}

### 7. Select Bot &#x20;

Choose:

Bot

Then in **Select Bot**, choose the required bot.<br>

{% embed url="<https://app.supademo.com/demo/cmpap3oul05nnz80jq8mjf755?utm_source=link>" %}

Example:

Residency Booking

This routes the conversation to the selected bot.<br>

{% embed url="<https://app.supademo.com/demo/cmpap5e7706m5z70jjbkfcjxb?utm_source=link>" %}

### Example Use Case &#x20;

Lead Capture Bot\
&#x20;  ↓\
Assign Conversation\
&#x20;  ↓\
Residency Booking Bot

This is useful for multi-bot workflows.

### Assign Type: User &#x20;

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

{% embed url="<https://app.supademo.com/demo/cmpap6uxc06mbz70j5hud21uk?utm_source=link>" %}

### 8. Select User &#x20;

Choose:

User

Then in **Select User**, choose the required user.

Example:

Swathi

This routes the conversation directly to the selected user.<br>

{% embed url="<https://app.supademo.com/demo/cmpap897c06mdz70jyq993bca?utm_source=link>" %}

### Example Use Case &#x20;

Support Request\
&#x20;  ↓\
Assign Conversation\
&#x20;  ↓\
Swathi

This is useful for direct ownership.

### Assign Type: Team &#x20;

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

{% embed url="<https://app.supademo.com/demo/cmpapb41i06mrz70jau40xoic?utm_source=link>" %}

### 9. Select Team &#x20;

Choose:

Team

Then in **Select Team**, choose the required team.

Example:

Marketing Team

This routes the conversation to all users in the selected team.<br>

{% embed url="<https://app.supademo.com/demo/cmpapc8o206mvz70jvlmpjfaa?utm_source=link>" %}

#### Example Use Case &#x20;

Lead Qualified\
&#x20;  ↓\
Assign Conversation\
&#x20;  ↓\
Marketing Team

This is the most common routing workflow.

### 10. Save Configuration &#x20;

Click:

Create

This finalizes the conversation assignment configuration.

{% embed url="<https://app.supademo.com/demo/cmpapdj050009xb0j4kj0tdyn?utm_source=link>" %}

### 11. Workflow Result &#x20;

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

{% embed url="<https://app.supademo.com/demo/cmpapfx1k06qyxa0j745fgnjy?utm_source=link>" %}

### 12. Publish Changes &#x20;

Click:

Publish

This saves and deploys the bot configuration live.

Without publishing, the routing changes will not reflect.<br>

{% embed url="<https://app.supademo.com/demo/cmpapiwz2000bxb0j3ngbopuy?utm_source=link>" %}

### Final Workflow Summary &#x20;

Send Buttons\
&#x20;  ↓\
Customer completes flow\
&#x20;  ↓\
Assign Conversation\
&#x20;  ↓\
Team / User / Bot

### How It Works &#x20;

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 &#x20;

#### Use Clear Action Names &#x20;

Good:

assign marketing lead

Bad:

action 1

***

#### Use Teams for Department Routing &#x20;

Recommended:

* Sales Team
* Support Team
* Marketing Team
* Developer Team

This improves lead management.

***

#### Use User Assignment for Ownership &#x20;

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

Example:

Swathi

***

#### Use Bot Assignment for Multi-Bot Workflows &#x20;

Useful when switching between specialized bots.

Example:

Booking Bot

***

### Common Use Cases &#x20;

**Lead Assignment** &#x20;

Lead Qualified\
&#x20;  ↓\
Marketing Team

**Support Escalation** &#x20;

Customer Complaint\
&#x20;  ↓\
Support Team=

**Direct Agent Transfer** &#x20;

VIP Lead\
&#x20;  ↓\
Sales Manager

***

**Multi-Bot Routing** &#x20;

FAQ Bot\
&#x20;  ↓\
Booking Bot

***

### Expected Output &#x20;

After successful configuration:

* chat is automatically routed
* correct team/user/bot receives it
* conversation ownership is clear
* workflow becomes automated