How Do I Auto-Assign Conversations to a Department with ChatSyncs?
How to make an AI agent hand a conversation to a human team or department automatically, using the Assignment setting under an agent's configuration in ChatSyncs.
Sometimes a ChatSyncs AI agent shouldn't try to answer at all — it should route the conversation straight to a human team. Assign to Team or Department does that at the agent-settings level, for every conversation this agent handles.
Open the agent's settings
Go to Chatbot Manager → AI → Agents, open the agent, and find the Assignment card.
Turn on Assign to Team or Department
Enable the toggle.
Pick the team or department
Select which team (e.g. Sales, Support, Billing) should receive conversations this agent handles.
Example: A WhatsApp Marketing Agent handles broadcast replies but shouldn't field detailed
support questions itself — with Assign to Team or Department set to Support, every
conversation it touches lands with the Support team, ready for a human to pick up.
Frequently asked#
What's the difference between this and the assign_human_member / assign_human_role actions?
This Assignment setting hands off every conversation the agent handles, unconditionally.
The ##assign_human_member## / ##assign_human_role## System Prompt
actions let you route only specific situations — written into the
prompt logic instead of applying to the whole agent.
Can I route different agents to different teams?
Yes — Assignment is set per agent, so a support-focused agent can route to Support while a sales-focused agent routes to Sales.
Does the AI still reply before handing off?
That depends on how you've built the agent's System Prompt and any ##assign_human_member##
/ ##assign_human_role## actions — the whole-agent Assignment setting itself is about which
team ends up with the conversation, not whether the AI speaks first.
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