Why it matters
Unassigning a conversation removes the currently assigned user from ownership. This is useful when resetting conversations, returning them to a shared queue, or removing ownership after a workflow is complete.
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 unassigned.
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, removing assignments, updating statuses, or sending messages.
Execute Actions Tool Type: A tool type that enables you to configure one or more actions inside a single tool. Multiple actions can run when triggered.
Unassign Conversation Action: An action that removes all currently assigned users from the conversation when executed.
Conversation Ownership: The assigned user responsible for managing and responding to a conversation.
Agent Instructions: The configuration where you define when the agent should trigger the tool and under what conditions the conversation should be unassigned.
Step-by-Step: Create an Unassign Conversation 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 the conversation should be unassigned.
Click Save.
Configure Tool Settings
Set the Timeout (milliseconds). Default is 5000 ms.
Toggle Speak After Execution if the agent should confirm the change.
Toggle Speak During Execution if required.
Add execution speech if enabled, for example informing the contact of the update.
Click Save.
Add the Unassign Conversation Action
In the Actions section, click Add Action.
Select Unassign Conversation from the Action Type dropdown.
Review the confirmation message indicating that all currently assigned users will be removed.
Click Create Action.
When the tool is triggered, any users currently assigned to the conversation will be unassigned.
You can add additional actions to the same tool if needed, such as updating the conversation status or sending a message.
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 Unassign Conversation tool to give the agent access.
Update the Agent Instructions to clearly define:
When the conversation should be unassigned.
What conditions must be met before removing ownership.
Whether the agent should notify the contact.
You must both assign the tool to the agent and define its trigger logic in the instructions. Without clear conditions, the agent may not remove assignment as expected.
Tips and Best Practices
Clearly define when ownership should be removed.
Avoid triggering unassignment prematurely.
Combine unassignment with status updates if returning to a shared queue.
Inform the contact if ownership changes affect their experience.
Test the workflow before deploying.
Troubleshooting
Issue | Possible Cause | Fix |
Conversation remains assigned | Tool not enabled for agent | Enable the tool in the agent settings |
Agent does not unassign | No trigger logic defined | Update Agent Instructions with explicit conditions |
Unassignment happens unexpectedly | Conditions too broad | Refine trigger criteria in instructions |
Users reassigned immediately | Another automation is reassigning | Review other tools or workflows |