> ## Documentation Index
> Fetch the complete documentation index at: https://docs.chatsyncs.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How Do I Auto-Assign Conversations to a Department with ChatSyncs?

> How to make an AI agent hand a conversation to a human team or department automatically, using the Assignment setting under an agent's configuration in ChatSyncs.

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.

<Frame>
  <img src="https://mintcdn.com/chatsyncs/sAsjFfzcUITpKpey/images/learn/whatsapp-ai-agent/step-11-response-mode-and-restrictions.png?fit=max&auto=format&n=sAsjFfzcUITpKpey&q=85&s=6d165ca46c7e36b95807e355f9939c26" alt="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." width="1440" height="813" data-path="images/learn/whatsapp-ai-agent/step-11-response-mode-and-restrictions.png" />
</Frame>

<Steps>
  <Step title="Open the agent's settings">
    Go to **Chatbot Manager → AI → Agents**, open the agent, and find the **Assignment** card.
  </Step>

  <Step title="Turn on Assign to Team or Department">
    Enable the toggle.
  </Step>

  <Step title="Pick the team or department">
    Select which team (e.g. Sales, Support, Billing) should receive conversations this agent
    handles.
  </Step>
</Steps>

<Tip>
  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](/learn/chatsyncs-ai-agents/ai-agent-actions-in-chatsyncs).
</Tip>

**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.

## Frequently asked

<AccordionGroup>
  <Accordion title="What's the difference between this and the assign_human_member / assign_human_role actions?">
    This **Assignment** setting hands off every conversation the agent handles, unconditionally.
    The `##assign_human_member##` / `##assign_human_role##` [System Prompt
    actions](/learn/chatsyncs-ai-agents/ai-agent-actions-in-chatsyncs) let you route only specific situations — written into the
    prompt logic instead of applying to the whole agent.
  </Accordion>

  <Accordion title="Can I route different agents to different teams?">
    Yes — Assignment is set per agent, so a support-focused agent can route to Support while a
    sales-focused agent routes to Sales.
  </Accordion>

  <Accordion title="Does the AI still reply before handing off?">
    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.
  </Accordion>
</AccordionGroup>