Automatically reassign conversations from unavailable agents
Maintain continuous support with intelligent routing
Learn how to automatically route conversations back to your general feed when agents become unavailable. The guide shows you how to set up automated reassignment to ensure no customer messages are left unattended.
Step 1: Go to Workflows
From your Support Suite dashboard, click Workflows.
Step 2: Find the right flow
Go to Flows
Under Support, select Template Flows
Find the flow titled Unassign When Agents Go Away
Click Save to My Library
Step 3: Switch to tree view
Switch to Tree view for a visual layout of the flow structure. This helps you understand and edit the process more easily.
Step 4: Review the trigger
Click on the Agent status changed to Away trigger.
This event is triggered either:
Manually (when an agent sets themselves to "Away"), or
Automatically (through idle detection or schedule rules)
Step 5: Understand the action
The main action in this flow is to:
Unassign all conversations from the agent whose status has changed to Away
Step 6: Modify if needed
You can review or modify steps in the tree view. The flow is minimal and ready to go, but feel free to adjust it based on your support setup.
Step 7: Publish the flow
Once you're happy with the setup:
Click Publish Draft in the top-right corner
Your automation is now live. Conversations will be unassigned and made available to other agents whenever someone goes offline.
