Auto-assign agent on Handoff from AI Agent in BoldDesk

Auto-assign agent on Handoff from AI Agent is a chat workflow template that routes conversations handed off from an AI agent to a support team using auto-assignment and then notifies the assigned agent via email.

Use this template when AI agents handle initial messages and you want an automated, trackable handoff to human support.

Prerequisites

Role/Permission: Admin access to Admin → Chat → Chat Automation → Workflows.
AI Agent setup: An AI agent must be deployed to the channel (for example, from AI Center → AI Agents → Map Channels, or via channel settings/workflows).
Auto-assignment setup: A support team (group) and an auto-assignment rule must exist (or be created during workflow setup).
Agent email: Agents must have valid email addresses to receive assignment notifications.

Workflow Purpose and Scope

When a conversation is transferred/handed off from an AI agent to human support:

The workflow detects the AI-to-agent handoff event (based on the configured trigger/template).
The workflow runs Trigger Auto-Assignment to route the conversation to an eligible agent in the selected support team.
The workflow sends an email notification to the assigned agent with conversation details.

How to Access the Chat Workflow

Go to Admin → Chat → Chat Automation → Workflows.
Click Add Workflow → Create from template.
Select the workflow trigger Template Transferred From AI Agent (the trigger shown for this template).
Select Auto-assign agent on Handoff from AI Agent.
Enter:
- Workflow Name
- Brand
- Source (channel)
- Select the support team (group) to route conversations to.
  Then click Next.
Edit the workflow as needed per your use case
Click Publish & Activate.

The configuration of this template may vary depending on the selected channel.

Use Cases

AI escalates to a human agent

A customer requests a refund and the AI agent triggers a handoff.
The workflow auto-assigns the conversation to the Billing Support group and emails the assigned agent.

No agents available (load-based)

Your auto-assignment uses load-based round robin, and all agents are at capacity.
The conversation may remain pending/backlogged until an eligible agent becomes available (based on your auto-assignment rules).

Troubleshooting Common Errors

No assignment after AI handoff

Confirm the workflow is Published & Activated.
Verify the workflow Brand and Source match the channel where the AI agent is deployed.
Confirm the AI agent is mapped to the channel and the conversation is actually handed off to humans.
Review the Trigger Auto-Assignment block for correct group and assignment rule.

Assigned agent did not receive an email

Confirm agents have valid email addresses.
Verify the workflow includes an active Send Email block targeting the assigned agent.
Check spam/junk folders and mailbox rules.

Conversation remains unassigned or assigned to the wrong team

Validate the selected group in Trigger Auto-Assignment.
Review agent availability, group membership, and load limits.

Frequently Asked Questions

1) What does “Auto-assign agent on Handoff from AI Agent” do?
It routes AI-transferred conversations to a support team using auto-assignment and emails the agent who gets assigned.

2) Which channels support this template?
Live Chat, WhatsApp (Meta Cloud), Facebook Messenger, Facebook Comments, Instagram Direct Messages, Instagram Comments, Telegram, WhatsApp (Gupshup), WhatsApp (Twilio), and LINE. Configuration may vary by channel.

3) How does BoldDesk choose the agent during the handoff?
The workflow uses Trigger Auto-Assignment and assigns the conversation to an eligible agent in the selected group based on your auto-assignment mode and agent availability.

4) Why didn’t the conversation get assigned after the AI handoff?
Most commonly, the workflow isn’t active, the Brand/Source doesn’t match the channel, the AI agent isn’t mapped to that channel, or no eligible agent is available in the selected group.

5) Can I notify a manager as well as the assigned agent?
Yes. Add another Send Email block in the Workflow Designer and set the recipient to the manager mailbox, then publish the updated workflow.

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