Send flow agent handoffs to a chosen team or teammate
Each handoff step of a flow agent can now send the chat to a chosen team or teammate instead of whoever is next in the inbox rotation.
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Mampu AI now lets you choose who receives a conversation when a flow agent hands it to your team. A refund question can go straight to your Billing team, and a VIP customer to their account manager, instead of whoever is next in the inbox rotation.
How do I choose who gets a flow agent's handoff in Mampu AI?
- Open your flow agent and click an End step that hands off, such as the default End.
- Under Assign to, pick a team from Teams or a person from Teammates.
- Click Save Changes, then publish the agent.
What happens when the chosen team or teammate is not available?
- A team gets the conversation and its next available member who works that inbox. If no one on the team works that inbox, the conversation waits on the team for someone to pick it up.
- A chosen teammate gets the conversation even when they're offline. If they no longer work that inbox, the inbox rotation picks instead.
- A conversation that already has someone assigned keeps them.
- The default End step's choice also applies when the agent hands over before reaching an End step.
