Workflows: Automatic reassignment on agent disconnection
Abel Zavala
Business Problem:
When an agent's status changes to Offline, their active conversations remain assigned to them with no automatic redistribution. This stalls customer communication and creates coverage gaps during shift changes or unexpected disconnections.
Desired Outcome:
When an agent goes Offline, their open assigned conversations should be automatically reassigned — either returned to the team queue or distributed equally among agents who are currently Available.
Current Workaround:
Workflows can partially address this via a Wait step + Branch to check for agent response + Reassign action. However, this only applies to newly incoming conversations and does not cover conversations that are already actively assigned to a specialist who then goes offline.
A
Alyaa See
marked this post as
open
N
Nabilah Binti Salleh
Merged in a post:
Inactivity Trigger in Assigned Conversations
Abel Zavala
Objective: Automate the sending of follow-up messages or “waiting assistance” when a customer does not receive a response within a certain time, even if the conversation has already been assigned to an agent.
Detail of the Improvement:
Currently, workflows often depend on the Conversation Opened trigger or the first incoming message. We are looking for the creation of a specific trigger based on the Pending Response Time.
Trigger Logic:
Event: New Incoming Message.
Time Condition: If the time elapsed since the customer's last message exceeds “X” minutes/hours and the last message in the conversation was NOT from the agent (or the status is still “Pending”).
Assignment Status: It should work specifically for conversations that already have an Assigned Agent.
Requested action:
Implement a “Wait with Condition” node or an “Unattended Ticket” trigger that allows:
Detect that the customer sent a message.
Count the agent's quiet time.
Send an automated courtesy message (e.g. “We are still reviewing your case, Abel, in a moment we will assist you”).
Optional: Escalate the conversation to a supervisor or on-call team if the “X” time doubles.
Benefits:
Reducing Customer Anxiety: The user receives signs that their case is still active even though the agent is busy.
SLAs management: Allows you to measure and react to bottlenecks in real time, not just at the start of the chat.
Tracking Automation: It prevents the agent from having to manually type “I'm still here” phrases in each chat.
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Nabilah Binti Salleh
Hi Abel Zavala- thank you for your request.
This can currently be handled using Workflows. One approach is to:
- Add a Wait step (for example, 10 minutes) after the conversation is assigned.
- Follow it with a Branch step to check whether the originally assigned agent has responded.
- If the agent hasn’t responded within that time, the workflow can automatically reassign the conversation to another online agent.
This helps ensure conversations don’t remain unattended if the assigned agent goes offline or becomes unavailable.
You can find a step-by-step example of how to set this up here
Abel Zavala
Nabilah Binti Salleh Hello team, as I suggest in the improvement request, the requirement is for when the conversation has already been assigned to a specialist, the option you suggest is for the first assignment message that I have already enabled that function.
They would help me to reactivate the request, I have uploaded improvements and they answer that it cannot be done and they offer me an alternative that does not meet my request and I would like to reinforce that it is a channel for requests for improvement
salutes