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Assignments decide who owns a conversation. An owner sees it in their Mine tab, gets notified on new messages, and is usually the one expected to close it.

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Assign manually

Open a conversation → click Assign in the header (or press a) → pick a teammate. You’ll see everyone on the workspace, with their specialties listed underneath. Pick Unassign to remove an owner. Pick yourself to claim it.

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Bulk assign

Select multiple conversations in the list, then use Assign in the bulk bar to give them all to one teammate.

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Teammate specialties

Each teammate can have a list of specialties (e.g. returns, shipping, technical). Specialties do two things:
  • They’re visible in the assignee picker so you know who’s a good fit.
  • They feed assignment rules that auto-route conversations.
Edit specialties in Settings → Members → click a teammate.

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Assignment rules

Instead of hand-picking an assignee, let Keloa route automatically based on channel, language, tag, or AI intent. Rules run top-down — the first match wins. Set them up once, and most conversations arrive with an owner already assigned. See Assignment rules for the full guide.

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Round-robin

Inside an assignment rule, you can set the target to round-robin within specialty — so conversations get distributed evenly across everyone who has that specialty.

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AI-first, human-next

A common pattern:
  1. AI agent answers automatically.
  2. If the AI can’t resolve in 2 turns, a flow with a Handoff node assigns to a human.
  3. The assignee gets a notification and picks it up.
See Handoff and resolve.