Flow Builder/Automation/Triggers/Chat assigned to an agent (Trigger)

Chat assigned to an agent (Trigger)

Introduction: we will demonstrate how to trigger automation when a live chat agent is assigned to a Contact. This can be done within a flow or in the live chat interface

2026-08-12

Triggering automation when an agent is assigned

Introduction:
we will demonstrate how to trigger automation when a live chat agent is assigned to a Contact. This can be done within a flow or in the live chat interface.

Use case to explain the scenario:

Creating a flow:

Start by creating a simple flow that asks the user whether they want to talk to support. If the answer is "yes", assign a live chat agent to the conversation.

Setting up the automation trigger:

Navigate to Automations > Triggers. Create a new trigger by selecting Chat assigned to an agent. Enable the trigger and save. The new trigger appears at the bottom of the list.

Trigger subflow:

Set up the subflow according to your needs.

Testing the trigger:

You can see the trigger working in the live chat.

Assigning a live chat agent to a Contact

This section explains how to assign a live chat agent to a Contact through the Live Chat Interface or through Bulk Action, in the Bot Users section. These steps give you more control over agent assignment.

1. Assignment via the live chat interface

Navigate to Live Chat in the main menu.
Select the conversation with the Contact you want to assign.
In the conversation panel on the right, locate the Assign to Agent option.
Choose an agent from the dropdown menu to complete the assignment.

This method allows quick, real-time agent assignment directly in the live chat conversation view.

2. Bulk assignment via the Bot Users section

Go to Bot -> Bot Users.
Select multiple users by checking the boxes next to their names.
Click Bulk Action in the top-right corner.
Select Assign to Agent from the dropdown menu.
In the pop-up window, select the agent you want to assign to these users and confirm.

This bulk assignment option is ideal for managing a large number of users at once, streamlining the process of assigning agents to multiple users at the same time.