The Chat Assignment Email Notification Workflow ensures support agents are immediately informed whenever a chat conversation is manually assigned or reassigned to them.
When an assignment change occurs, the system automatically sends an email notification to the assigned agent.

This workflow helps prevent missed conversations, improves accountability, and enables faster responses—especially in high‑volume or multi‑channel support environments.

Workflow Purpose and Scope

This workflow is designed for teams that:

• Frequently manually assign or reassign chats.
• Manage multiple agents across shifts or time zones.
• Want to ensure agents are notified even when they are not actively monitoring the chat dashboard.

The workflow activates only for manual assignment events and does not interfere with automatic routing rules.

How to Access the Chat Workflow

Follow the steps below to enable or configure this workflow:

1. Navigate to Admin → Chat → Chat Automation → Workflows.
2. Select the Conversation Assignee Updated workflow trigger from the list of available triggers.
3. Click Add Workflow → Create from template.
4. In the templates list, pick Conversation Assignee Updated on the left, then select Notify Agent via Email while Conversation Assigned.
5. In the dialog, fill the fields:
   • Workflow Name – A descriptive name for the workflow’s purpose.
   • Brand – The brand the workflow applies to.
   • Source – The channel (e.g., Live Chat, WhatsApp via Gupshup, etc.).
   • Click Next.

6. The Workflow Designer opens with the template’s prebuilt blocks.

   • You can edit blocks, insert additional blocks (e.g., Trigger Auto Assignment or Set Assignee under Actions), and adjust any conditions as needed.

   • When finished, click Publish & Activate (or Publish if you prefer to activate later).

     

How the Workflow Works

1. Monitors Manual Assignment Events

• The workflow is triggered whenever an administrator or agent manually assigns or reassigns a conversation.
• Automatic assignments do not trigger this workflow.
• Applies to both first‑time assignments and reassignment scenarios.

Example query answered:

“Does the system notify agents when chats are reassigned?”

2. Sends Email Notification

Once the assignment action is completed, the system automatically sends an email notification to the newly assigned agent.
This ensures agents are informed even if they are:

• Offline in the chat dashboard.
• Working across multiple tools.
• Managing parallel conversations.

Supported Channels

This workflow template is available when a conversation is created and supports the following channels:

• Live Chat
• WhatsApp (Meta Cloud)
• Facebook Messenger
• Facebook Comments
• Instagram Direct Messages
• Instagram Comments
• Telegram
• WhatsApp (Gupshup)
• WhatsApp (Twilio)
• LINE

Use Case

Ensuring Agents Don’t Miss Reassigned Conversations

In busy support environments, supervisors often reassign conversations to balance workloads or route requests to specialists. Without notifications, agents may miss newly assigned chats, leading to delayed responses.

How This Workflow Helps

• Notifies agents instantly when a conversation is assigned or reassigned.
• Ensures faster acknowledgment and response from the responsible agent.
• Reduces dependency on manual follow‑ups or internal reminders.
• Improves visibility and accountability for conversation ownership.

Business Value

• Faster response times.
• Fewer missed or unattended conversations.
• Better agent productivity and workload management.
• Improved customer satisfaction through timely follow‑ups.

Frequently Asked Questions (FAQs)

1) What events trigger the Chat Assignment Email Notification Workflow?
The workflow triggers only when a conversation is manually assigned or reassigned by an administrator or agent. It applies to both first‑time assignments and reassignments; automatic routing does not trigger this workflow.

2) Who receives the email notification set via the “Notify Agent via Email while Conversation Assigned”, and when is it sent?
The system automatically emails the newly assigned agent immediately after the assignment action completes, ensuring the agent is informed even if not actively monitoring the chat dashboard or working across other tools.

3) How do I choose the option to “notify an agent via email while a conversation is assigned” from the Admin Center?
Go to Admin → Chat → Chat Automation → Workflows, choose the Conversation Assignee Updated trigger, click Add Workflow → Create from template, then select Notify Agent via Email while Conversation Assigned. Provide Workflow Name, Brand, and Source, and Publish & Activate when ready.

4) Which channels are supported by the Notify Agent via Email while Conversation Assigned workflow template?
The template supports: Live Chat, WhatsApp (Meta Cloud), Facebook Messenger, Facebook Comments, Instagram Direct Messages, Instagram Comments, Telegram, WhatsApp (Gupshup), WhatsApp (Twilio), and LINE.

5) Can I customize or extend what the “Notify Agent via Email while Conversation Assigned” workflow does?
Yes. In the Workflow Designer, you can edit existing blocks, add actions (e.g., Trigger Auto Assignment, Set Assignee), and adjust conditions as needed, then Publish & Activate (or Publish to activate later).