The Conversation action nodes allow you to take specific actions on active chats as part of your automation. Instead of handling every conversation manually, you can use these nodes to assign conversations, update statuses, or add collaborators directly in your flow.
This helps you:
- Automatically route conversations to the right teammates.
- Keep conversations organized and ensure timely follow-ups.
- Save time by automating repetitive actions that usually require manual handling.
ℹ️ Refer to the Flow actions overview to learn more about how to configure action nodes
Change conversation status
The Change conversation status action changes the status of a conversation to open or closed. Use this action to track conversation progress, automate actions based on status changes, or route conversations to specific queues based on status.
Set up "Change conversation status" action node
- Click on the Change conversation status action node to open up its node form, which will appear on the right side of the screen
- The node form contains the following fields for you to set up the action:
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Setup tab
- Change to: Select the conversation status you would like the current one to be updated to
Assign to
The Assign to action assigns the enrolled contact's conversation to a specific user or team. Use this action to distribute workload, ensure conversations are handled by the appropriate users, or escalate issues to specialized teams.
Set up "Assign to" action node
- Click on the Assign to action node to open up its node form, which will appear on the right side of the screen
- The node form contains the following fields for you to set up the action:
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Setup tab
- Assign to: Select how you would like to assign the conversation. You have the option to assign to a specific user, a specific team, by queue to the default order of all available users, or leave it unassigned
- User: If you selected “Specific user”, select the user to assign the conversation to
- Team: If you selected “Specific team”, select the team to assign the conversation to
ℹ️ Conversation assignment logic walkthrough
The way conversations are assigned depends on the option you select under Assign to. SleekFlow uses the following logic to distribute or re-route conversations:
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Unassigned
The conversation is left without an owner. This is useful when you want the conversation to remain in a shared queue until someone manually picks it up.
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By queue
Conversations are assigned automatically to available users in the default queue order. Each new conversation goes to the next user in line, ensuring workload is distributed evenly.
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Specific users
The conversation is always assigned to the user(s) you select. Use this when a particular teammate should handle all conversations of this type (e.g., a dedicated account manager).
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Team – By queue
Conversations are distributed among all users in the selected team, following the team’s queue order. This ensures fair load balancing within the team.
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Team – By specific users queue
Instead of the full team, you can define specific users within a team. Conversations are then distributed according to the queue order of only those selected users.
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Team – Unassigned
The conversation is routed to a team but left unassigned, appearing in that team’s shared queue. Any team member can manually pick it up.
Add collaborator
The "Add collaborator" action adds another user or team member as a collaborator in the enrolled contact's conversation. Use this action to involve multiple users in complex conversations, facilitate collaboration, or provide additional support to customers.
Set up "Add collaborator" action node
- Click on the Add collaborator action node to open up its node form, which will appear on the right side of the screen
- The node form contains the following fields for you to configure your action:
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Setup tab
- Collaborator: Select the user(s) you wish to add to the conversation as a collaborator
Remove collaborator
The "Remove collaborator" action removes a user or team member as a collaborator on the enrolled contact's conversation. Use this action to adjust collaboration needs, streamline communication, or remove unnecessary collaborators from the conversation.
Set up "Remove collaborator" action node
- Click on the Remove collaborator action node to open up its node form, which will appear on the right side of the screen
- The node form contains the following fields for you to configure your action:
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Setup tab
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Remove: Select from the dropdown to either remove specific collaborators or all collaborators from the conversation
- Specific collaborators: Select one or more collaborators you want to remove
- All collaborators: Remove all collaborators
- Collaborator: If you selected “Specific collaborator”, you can also see this field where you can select the list of collaborators
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Remove: Select from the dropdown to either remove specific collaborators or all collaborators from the conversation