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.