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Sometimes a ChatSyncs AI agent shouldn’t try to answer at all — it should route the conversation straight to a human team. Assign to Team or Department does that at the agent-settings level, for every conversation this agent handles.
Assignment card highlighted with Assign to Team or Department enabled, a Team / Department dropdown reading Select Team Role, and an Assignment Message textarea reading Your conversation has been assigned to our team. We will get back to you shortly.
1

Open the agent's settings

Go to Chatbot Manager → AI → Agents, open the agent, and find the Assignment card.
2

Turn on Assign to Team or Department

Enable the toggle.
3

Pick the team or department

Select which team (e.g. Sales, Support, Billing) should receive conversations this agent handles.
This hands off every conversation the agent is involved in to that team — it’s a whole-agent setting, not conditional on the message content. If you only want specific message types routed to a team, use a ##assign_human_member## or ##assign_human_role## action instead — see AI Agent Actions.
Example: A WhatsApp Marketing Agent handles broadcast replies but shouldn’t field detailed support questions itself — with Assign to Team or Department set to Support, every conversation it touches lands with the Support team, ready for a human to pick up.

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Frequently asked

This Assignment setting hands off every conversation the agent handles, unconditionally. The ##assign_human_member## / ##assign_human_role## System Prompt actions let you route only specific situations — written into the prompt logic instead of applying to the whole agent.
Yes — Assignment is set per agent, so a support-focused agent can route to Support while a sales-focused agent routes to Sales.
That depends on how you’ve built the agent’s System Prompt and any ##assign_human_member## / ##assign_human_role## actions — the whole-agent Assignment setting itself is about which team ends up with the conversation, not whether the AI speaks first.