Assign Agent Step

The Assign agent step assigns an agent to the current dialog. It is available only in For dialogs automations. It differs from Run agent: an assigned agent remains in the dialog and can process later messages, while Run agent performs one request without an assignment.

Select An Agent And Role

Open the step on the workflow. In Agent, select an active project agent. Then select Primary or Background in Agent role.

A dialog can have one assignment in each role. When the step runs, an agent already occupying the selected role is replaced with the selected agent. If the selected agent is already assigned to the dialog in the other role, the step fails instead of assigning the same agent twice.

Assignment through this step clears the dialog's automatic assignment restriction, including one set by Remove from agent. Autostart rules can assign agents again afterwards.

Decide Whether To Process The Source Message

Process current message gives the agent the message from which this run was created.

Enable Process current message explicitly to process the message already received. Selecting another agent does not automatically enable or disable it. Depending on the version in use, the agent prepares a response, collects metrics, or does both. If both capabilities are disabled, message processing does not start.

If the run started without a source message, the step assigns the agent but has no message to process. If the agent responds and a subsequent Message step also sends a message, the customer may receive two messages.

Continue The Workflow

After assignment, the step continues through Next. Before publication, check that the agent is active, the selected role matches the scenario, and the run has a current dialog.

In a test dialog, an inactive agent can also be tested using its test settings. This does not activate the agent for real conversations.