Why it matters
Assigning conversations ensures the correct team member follows up at the right time. With an Assign User action tool, your AI agent can route conversations based on defined conditions.
Setting up the tool alone is not enough. You must assign the tool to the agent and define in the agent instructions when the conversation should be assigned and to whom.
Key Concepts
Action Tool: A tool created using the Execute Actions tool type that allows an agent to perform structured system actions such as assigning users, updating statuses, or sending messages.
Execute Actions Tool Type: A tool type that allows you to configure one or more actions within a single tool. Multiple actions can run when the tool is triggered.
Assign User Action: An action that assigns a specific user in your organization to the current conversation when executed.
Conversation Assignment: The process of routing a conversation to a specific team member for ownership and follow-up.
Agent Instructions: The configuration where you define when the agent should trigger the tool, under what conditions assignment should occur, and any required logic.
Step-by-Step: Create an Assign User Action Tool
Navigate to Agents in the left-hand menu.
Click Tools (jigsaw icon).
Click Create Tool in the top right corner.
Select Execute Actions from the Tool Type dropdown.
Enter a Tool Name and click Save Tool.
Configure Basic Info
Enter the Label. Use only letters, numbers, underscores, or hyphens. Maximum 64 characters.
Add a clear Description explaining when and why the conversation will be assigned.
Click Save.
Configure Tool Settings
Set the Timeout (milliseconds). Default is 5000 ms.
Toggle Speak After Execution if the agent should confirm the handoff.
Toggle Speak During Execution if needed.
Enter execution speech if enabled, for example informing the contact that a team member will follow up.
Click Save.
Add the Assign User Action
In the Actions section, click Add Action.
Select Assign User from the Action Type dropdown.
Search or scroll to select the user from your organization.
Click Create Action.
When the tool is triggered, the selected user will be assigned to the conversation.
You can add additional actions to the same tool if needed, such as sending a confirmation message or updating conversation status.
Implement the Tool in an Agent
Creating the tool does not automatically make the agent use it.
To implement it:
Open the relevant Agent.
Select the newly created Assign User tool to give the agent access.
Update the Agent Instructions to clearly define:
When the conversation should be assigned.
What conditions must be met before assignment.
Whether the agent should inform the contact about the handoff.
You must both assign the tool to the agent and define its trigger logic in the instructions. Without clear conditions, the agent may not assign conversations as expected.
Tips and Best Practices
Clearly define assignment criteria in the agent instructions.
Use separate tools if assigning different users under different conditions.
Inform the contact when transferring ownership to avoid confusion.
Test assignment behavior in a sample conversation.
Combine assignment with tagging or status updates if needed.
Troubleshooting
Issue | Possible Cause | Fix |
Conversation not assigned | Tool not enabled for agent | Enable the tool in the agent settings |
Assigned to wrong user | Incorrect user selected during setup | Edit the action and select the correct user |
Agent not triggering assignment | No clear trigger logic in instructions | Update Agent Instructions with explicit conditions |
Agent assigns too frequently | Conditions too broad | Refine trigger criteria in instructions |