The Assign to Human node lets you transition a conversation from an AI Agent to a human specialist at the right moment in the flow. It’s one of the most powerful tools for implementing hybrid automation—blending AI efficiency with human empathy and expertise. Whether the customer is stuck, asking for a live agent, or reaching a decision point, this node helps route the conversation to the appropriate person or team using configurable logic.

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Key Use Cases

  • Escalate complex queries from AI to support agents
  • Route premium leads directly to sales teams
  • Distribute tasks like call scheduling or follow-ups to the right queue

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Configuration Options

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1. Assign To

Choose the destination for the handoff:
  • Agent: Directly assign to specific agents from your team.
  • Team: Route to all available members of a defined team.
  • Variable: Use flow logic to dynamically assign based on context or data.
You can select multiple agents or teams if you want to broaden eligibility.

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2. Queue

Select a Queue that defines the routing logic, agent capacity, and channel-specific behavior. This ensures structured handoff with fallback, idle balancing, and assignment control. Note: A Queue must be created and configured prior to use in this step.

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3. Skill Filter (Optional)

Apply one or more skill filters to ensure only agents with relevant expertise are considered for assignment (e.g., “Spanish”, “Product Support”, or “Tier 2”).

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Advanced Settings

Expand the Advanced Settings section to fine-tune assignment behavior:
  • Routing Strategy
    Choose how agents are prioritized for assignment:
  • Simultaneous Conversation Recipients
    Number of agents to offer the conversation to at once. Useful for fast assignment.
  • Conversation Assignment Retry
    Retry count if initial assignment fails or times out.
  • Sticky Routing
    Retain the same agent for repeat conversations from the same user
  • Sticky Routing Expiry
    Set how long (in days) the sticky routing remains active. You can also set to No Expiry. |

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Example Scenario

You have a flow that handles support chats. If the customer types “talk to someone,” the AI Agent routes them to a Queue using the Assign to Human node. You configure:
  • Routing strategy: Highest Idle Time
  • Max 3 agents to receive it simultaneously
  • Retry if no agent picks up
  • Sticky routing for 1 day
This ensures:
  • A quick assignment to an available agent
  • Return users are routed to the same specialist
  • No overload on a single agent