Add and Remove Contact Co-agents
These actions let you manage the co-agents linked to a specific contact — a complement to "Assign to Agent or Agent Group", which works per conversation.
Available actions
- Assign Co-agent: links a co-agent to the contact.
- Remove Co-agent: unlinks a specific co-agent from the contact.
- Remove All Co-agents: removes all co-agents linked to the contact at once.
Where to use it
- In the Flow Builder, add an action block and choose the Basic Actions category.
- Select the co-agent action you want (Assign / Remove / Remove All).
- Enter the co-agent (when applicable) to be linked to or unlinked from the contact.
Difference from "Assign to Agent/Group"
- Assign to Agent/Group defines who is responsible for a specific conversation at that moment.
- Co-agents stay linked to the contact persistently, regardless of the active conversation, which allows several people to follow the same contact over time.
If you need more help, submit a ticket to support.