Assign Support

The Assign Support node routes the conversation inside your inbox.

How It Works

1. Support Team: Moves the conversation into that team's queue. Only the team's members, workspace owners and admins can see it there.
2. Support Agent: Gives the conversation to that agent. A conversation an agent already holds is never taken from them, and an agent who could not see the conversation in its team is skipped. The team's members, workspace owners and admins can take it.
3. Priority: Sets how soon a person should pick it up. Waiting conversations are handed out highest priority first, then longest waiting. Leave it empty to keep the conversation's current priority.
4. Continue: The flow carries on through the output handle.

Use it in a trigger on Handoff activated to route each handoff, for example with a Condition on {{@flow.routing.route.id}}. In a main flow, giving the conversation to an agent hands it over to them and the bot stops replying.

When a handoff names no agent, the deployment's default support agent takes it, or the flow's, and a trigger's Assign Support step runs before either.

Output Variable

Team: {{assign.support_team_id}}
Agent: {{assign.agent_id}}
Assigned: {{assign.assigned}}
Priority: {{assign.priority}}