The Assignment Component is the perfect bridge between your bot and your human team. Its main function is to transfer customer attention directly to a work group (e.g. Sales, Support, Billing) or to a specific agent.
🎯 Purpose and Key Utilities
This node not only moves the chat from one place to another, but also gives you tools to manage the user experience during the transition:
⏳ Waiting messages: Allows you to configure an automatic courtesy message (e.g. "Got it! In a moment one of our expert advisors will assist you..."). This keeps the customer informed and calm while the system searches for an available agent.
🌙 "Out of Office" messages: If the transfer occurs at a time when your work team is not operating or available, you can configure an automatic contingency response. This way you avoid leaving the customer in limbo and set the correct expectation (e.g. "Our hours of operation are 9:00 AM to 6:00 PM; we will contact you first thing in the morning").
⚠️ Important rule to consider about automation: This component always functions as a natural flow end. The second the assignment is executed, the system completely stops the automation to give absolute control of the conversation to human attention. For this technical reason, the node does not have an output connector to continue building the flow after it.
Make the transition to human support a great experience! 🚀
The Assignment Component is the key piece to ensure that your customers always feel accompanied, even when your team is out of hours. Configure your courtesy messages, define your transfer rules and allow your agents to take control at the precise moment. ✅