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Unable to Unassign a Conversation Automatically Assigned to an Agent

  • April 9, 2025
  • 3 replies
  • 54 views
jplific

I'm facing a limitation in ManyChat regarding Live Chat conversation assignments. When a conversation is automatically assigned to an agent (e.g., via a rule or trigger), there seems to be no way to unassign it — not through automation.

I need a way to remove the assignment (set it back to “Unassigned”) so that the conversation can be redistributed or handled by another agent, especially in cases where the originally assigned agent is unavailable.

Is this a known limitation? Has anyone found a workaround?

Any help or insights would be greatly appreciated. Thanks!

Best answer by rogerioaraujo

Hi ​@jplific ,

At the moment, there isn't a specific "unassign" action available, but there are ways to work around this.

You can create a simple action to assign the contact to another team member, or set up a more complete flow to manage the distribution of leads among your team. Below is a screenshot of a flow I use, where the following steps happen each time a new lead arrives:

1. It checks whether the contact is already being handled by a consultant.  
2. If so, and the consultant is not marked as absent, the lead is routed to that same person.  
3. If not, the lead goes into a distribution process that rotates between all team members.  
4. Once a consultant is selected, the flow sends the lead to a specific flow for that consultant, where the actual assignment takes place. It also opens the conversation and sends a message to notify the consultant about the new contact.  
 

Let me know if this was helpful.

    3 replies

    rogerioaraujo
    Forum|alt.badge.img+2
    • rogerioaraujo
    • Flow Scholar
    • Answer
    • April 9, 2025

    Hi ​@jplific ,

    At the moment, there isn't a specific "unassign" action available, but there are ways to work around this.

    You can create a simple action to assign the contact to another team member, or set up a more complete flow to manage the distribution of leads among your team. Below is a screenshot of a flow I use, where the following steps happen each time a new lead arrives:

    1. It checks whether the contact is already being handled by a consultant.  
    2. If so, and the consultant is not marked as absent, the lead is routed to that same person.  
    3. If not, the lead goes into a distribution process that rotates between all team members.  
    4. Once a consultant is selected, the flow sends the lead to a specific flow for that consultant, where the actual assignment takes place. It also opens the conversation and sends a message to notify the consultant about the new contact.  
     

    Let me know if this was helpful.

    jplific
    jplific
    • jplific
    • Author
    • Up-and-Comer
    • April 10, 2025

    Looks great ​@rogerioaraujo, but it falls into a loop, right? It will always assign someone

    rogerioaraujo
    Forum|alt.badge.img+2
    • rogerioaraujo
    • Flow Scholar
    • April 10, 2025

    Hi ​@jplific ,
    Yes, it will always assign a lead to someone, as long as there is at least one available agent. I have a true/false field in the bot for each agent, where they can mark themselves as unavailable if they need to be away.
    When a new lead comes in, the system checks the current number and confirms whether the corresponding agent is available. If they are, the lead is assigned to them and the number is incremented so the next lead goes to the next agent.
    If the agent is unavailable, the system checks the next one in line.
    If all agents are unavailable, the lead will not be assigned to anyone.

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