Using Teams in Chatflow
This section contains essential information and usage guidelines for configuring chat assignment logic inside BotPenguin.
Interactive Guide
What is Assign Chat?
The Assign Chat block allows you to automatically distribute incoming conversations to the right team or department inside your BotPenguin workspace.
This ensures structured routing, balanced workload distribution, and faster response times without manual intervention.
You can configure assignment rules based on Department or Team Members, along with smart filters like business hours and agent availability.
Navigation - Bots > Select Bot > Edit Your Chat Flow > Assign Chat
Benefits of Assign Chat
⚡ Automatically route chats to the right team.
🔄 Distribute workload evenly using Round Robin.
🏢 Assign conversations department-wise.
🕒 Filter assignments based on business hours.
🟢 Prevent chats from going to offline agents.
How to Use Assign Chat
Configure Assign Chat Logic
Click on Bots.
Select a bot from your dashboard.
After selecting the bot then menu will be expanded.
Click on Chatflows.
Click on the flow name to select.
Inside the canvas, search for “Assign Chat” and Click on Assign Chat Component to drop it in the Chatflow.
Customize the “Assign Chat” block by selecting how you want to assign chats:
Based on Department
Based on Team Members
If assigning by department, select a Department from the dropdown.
Select Assignment Logic
Currently available option:
“Round Robin”
Round-robin is the method used to distribute incoming conversations across a team. It automatically assigns conversations to selected coworkers on a cyclical basis. It basically rotates incoming conversations in the order they are received.
Select the relevant checkbox options to filter assignment rules:
“Do not assign to offline agents”
“Assign only in business hours”
Click on “Go to Next Message” to complete the configuration.
Your assignment logic is now successfully set up.
🎉 Congratulations, you have successfully completed this section!
Assign Chat FAQs
What happens if no agent is online?
If “Do not assign to offline agents” is enabled and no agents are online, the chat will not be assigned until an eligible agent becomes available.
What is Round Robin assignment?
Round Robin distributes incoming chats evenly among selected agents in rotation order, ensuring balanced workload distribution.
Can I assign chats directly to specific team members?
Yes, you can choose assignment based on Team Members instead of Department during configuration.
What does “Assign only in business hours” do?
When enabled, chats will only be assigned during configured business hours. Outside those hours, assignment rules will not execute.
Can I edit the assignment logic later?
Yes, you can revisit the bot’s chat flow and update the Assign Chat block anytime.
Is manual assignment still possible after using Assign Chat?
Yes, administrators or authorized users can manually reassign chats if needed.
If you still have questions for our team, write to us at [email protected]. We’ll get back to you within 48 hours.
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