Assign conversations to agents

Unassigned conversations are how leads go cold. Assignment can be automatic, manual, or both — automatic on arrival, with a human able to reassign.

The rules available

• Round-robin — even distribution across available agents.
• By area — matches the enquiry's area against each agent's areas.
• By language — matches the language the client wrote in.
• By availability — skips agents outside their working hours.

Rules run in the order you list them, and the first match wins. If none match, the conversation lands in an unassigned queue that managers can see.

Reassigning

Open the conversation and use the assignee control. The history stays with the conversation, so the new owner sees everything the previous one did — including anything the AI concierge said.

Taking over from the AI

Replying manually to a conversation the concierge is handling pauses the AI for that conversation automatically. You do not need to switch anything off first.