In some workflows, it may be necessary to route conversations directly to a specific agent, either for operational reasons, shift coverage, or specialized attention.
Atom allows you to configure this through the Assignment 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.
🧭 Step by step to assign to a specific agent
Add the "Assignment" component to the workflow from the Flowbuilder sidebar menu.
Double-click on the component to open its configuration.
In the Assignment Group field, select the group to which the agent you wish to choose belongs.
Enable the option "Assign to a specific agent".
A new selector will appear; in it, choose the specific agent to whom you want to assign the conversations.
💡 Note: The agent must be previously loaded in the system and belong to the selected group to be visible in the selector.
💬 Configure assignment messages (optional)
You can customize the messages displayed during the routing process:
Within the same Assignment component, enable the "Configure assignment message" toggle.
Enter the text you want to display, for example: "Shortly, one of our agents will assist you through this channel 👩💻".
You can also configure an out-of-hours message. This will be displayed if the conversation enters outside the working hours defined for the group.
⚠️ Important: If these messages are not configured, the user will not see any visual confirmation during the routing.
⏱️ Alternatives based on operating hours
There are two ways to manage this assignment depending on your context:
1️⃣ Assignment without scheduling hours
No schedule is defined within the component.
It is expected that all agents, except the desired one, are in offline mode outside their shift.
The system will automatically assign the conversation to the only active agent.
✅ Pros: Simple to implement.
⚠️ Cons: Requires a lot of discipline in the use of online/offline status by the team.
2️⃣ Conditional assignment by schedule
A Conditional Component is used and "Current Schedule" is selected as the condition.
If the conversation enters outside the defined schedule, the workflow automatically routes it to the on-call agent.
✅ Pros: Ideal for automating rotating shifts.
🔁 Cons: Requires configuring time slots and validating workflow paths.
✅ Best practices
Status verification: Make sure the agent is active and connected at the time of the scheduled assignment.
Workflow testing: Validate the path in real conditions (with the agent online and offline).
Test environment: Use internal campaigns like "Test 1" 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 agent's inbox until they log in or until a supervisor manually reassigns it.
❓ Can I assign to an agent who is not in the group? No. The agent must necessarily belong to the group selected in the Assignment component. Otherwise, they will not appear as an option in the selector.
Direct traffic like an expert! 🚀
Mastering specific assignment gives you complete control over special cases, VIP service, or night shifts. Apply best practices, test your workflows, and ensure that each customer reaches exactly the right hands. ✅