👤 How to assign conversations to a specific agent?
In some flows it may be necessary to route conversations directly to a specific agent, whether for operational issues, on-call shifts, or specialized attention.
Atom allows this configuration through theAssignment component, which has the option to select a specific agent within a group. In this article we show you how to configure it step by step and what considerations to take into account.
🧭 Step by step to assign to a specific agent
Add the "Assignment" component to the flowfrom the Flowbuilder's side menu.
Double-click the componentto open its configuration.
In theAssignment Groupfield, select the group to which the agent you want to choose belongs.
Activate the option "Assign to a specific agent".
A new selector will be displayed. In it,choose the specific agentto whom you want to assign the conversations.
💡 The agent must be previously loaded in the system and belong to the selected group in order to be visible in the selector.
💬 Configure assignment messages (optional)
You can customize the messages that are displayed during the assignment process.
Within the sameAssignmentcomponent, activate the control"Configure assignment message".
Within the sameAssignmentcomponent, activate the control"Configure assignment message".
Enter the text you want to show while the conversation is being routed, for example: "One of our agents will assist you shortly 👩💻"
Enter the text you want to show while the conversation is being routed, for example:
"One of our agents will assist you shortly 👩💻"
You can also configure anout-of-hours message. This will be displayed if the conversation enters outside the working hours of the assignment group.
You can also configure anout-of-hours message. This will be displayed if the conversation enters outside the working hours of the assignment group.
⚠️ If these messages are not configured, the user will not see any confirmation during the routing.
⏱️ Alternatives according to schedule
There are two ways to manage this assignment depending on the operational context:
1️⃣ Assignment without configuring schedules
No schedule is defined in the component.
It is expected that all agents, except the desired one, are inoffline modeoutside of their shift.
The system will automatically assign the conversation to theonly active agent.
✅ Simple to implement
⚠️ Requires discipline in the use of online/offline status by the team.
2️⃣ Conditional assignment by schedule
AConditional Componentis used and "Current Time" is selected as the condition.
If the conversation entersoutside of the defined schedule, it is routed to a specific agent.
✅ Ideal for automating shift assignments
🔁 Requires configuring time slots and validating routes
✅ Best practices
✔️ Make sure the agent isactive and connectedat the time of assignment.
✔️ Test the flow in real conditions (inside and outside of business hours, with the agent online and offline).
✔️ Use internal campaigns like"TestI" to validate assignments before going to production.
🙋♀️ Frequently Asked Questions
❓ What happens if the assigned agent is offline?
The conversation will remain pending in the inbox until the agent connects or until someone else on the team takes it manually.
❓ Can I assign to an agent outside the group?
No. The agent must belong to the group selected in theAssignmentcomponent. Otherwise,it will not appear as an optionin the selector.