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Share Chats Between the Agents You Choose

When your bot hands a chat to a person, you can now pick several agents instead of one, and they take turns. Send sales chats to your sales team and support chats to your support team, with the work shared evenly inside each team.

Where it works​

  • The Assign to Agent block in Flows V2
  • Talk to a human in Settings > General, which lets a customer type a word like AGENT to reach a person in the middle of a flow

In either place, choose Send to specific agents and pick as many teammates as you like. One person means that person always gets the chat, the same as before.

How the turns work​

  • New chats go to your chosen agents one by one, in turn.
  • A customer who is already with one of those agents keeps them.
  • Anyone who is deactivated or removed from your team is skipped. If none of them is available, your fallback choice applies.
  • The same group of people shares one turn order everywhere you pick them, so no one gets more than their share.

Your existing flows keep working exactly as they did. Full details are on the Hand Off to a Human page.