Skip to main content

Documentation Index

Fetch the complete documentation index at: https://docs.chatzy.ai/llms.txt

Use this file to discover all available pages before exploring further.

This guide explains how conversations get assigned to human agents.

​
Case 1: Conversation Assigned to AI

If the conversation is assigned to AI or a Flow:
  • Human agents can still send messages.
  • The message will appear in the same conversation.
  • Sending a message does not transfer the conversation to the agent.
  • When the user replies, the AI continues the conversation as defined in the flow.
Example
AI is handling a conversation. A human agent sends a quick message to the user.
When the user replies, the AI continues the conversation.

​
Case 2: Conversation Assigned to a Human Agent

If the conversation is already assigned to a human agent:
  • Messages continue in the same conversation.
  • If the same agent sends a message, nothing changes.
  • If a different agent sends a message, the conversation automatically gets reassigned to that agent.
Example
Agent A is assigned to the conversation.
If Agent B replies, the conversation will now be assigned to Agent B.

​
Case 3: Conversation is Unassigned

If the conversation is unassigned:
  • Messages still go to the same conversation.
  • The first agent who replies becomes the assigned agent.
Example
A new conversation appears with no assigned agent.
Agent A replies first and becomes the assigned agent.

​
Case 4. Conversation is Closed, Abandoned, or Template

If the conversation is Closed, Abandoned, or created from a Template:
  • A new conversation will be created when a message is sent.
  • The conversation will be assigned to the agent who sent the message.
Example
An agent sends a message to a user after the conversation was closed.
A new conversation opens and gets assigned to that agent.