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Hi Manychat Team,

 

I’d like to suggest a useful enhancement to the flow builder: the ability to set conditions based on which team member is assigned to a conversation.

 

At the moment, it’s not possible to trigger different actions or flows depending on the specific assigned agent. This limits the ability to personalize automations based on internal assignments.

 

Example Use Case:


If a conversation is assigned to Agent John, I could send a personalized message like:
"John will get back to you shortly — he’s our specialist on this topic!"


Whereas if it's Agent Lisa, the message could say:


"Lisa is reviewing your message now. She’ll respond as soon as possible!"

 

This feature would allow for more humanized and efficient communication, improving the user experience by showing that someone specific is handling the conversation — not just an anonymous team.

 

Thanks for considering this suggestion. It would be a great addition for support teams using assignment-based workflows.

 

Could you help me with this, ​@Raquel C , ​@Marina?

 

Best regards,

Heric Fernandes 

Hello,

This would apply to trigger rules as well, that would be ideal.

We definitely need this!

Why don't you manage your assignment policy with tags?

When you want to trigger the flow, use an action block and set a tag with the value “John”; “Alice” or “Kate”.


Central flow that distributes messages

3 Triggers

  1. Contact Events > Tag is applied to a contact > Select the “John” tag.
  2. Contact Events > Tag is applied to a contact > Select the “Alice” tag.
  3. Contact Events > Tag is applied to a contact > Select the tag “Kate”.



First Block
Condition Block will route the message according to the tag “John”; “Alice” or “Kate”.

 

Tip: You can create a rule-based flow  to clear tags after a certain time or other conditions according to your objective.

 

​@fescolarique 

This is a parallel route that isn’t really connected to the native distribution system inside ManyChat.

It’s crazy to think we cannot filter based on the agent assigned at system level.

Forcing us to create an assigment workaround completely destroys the potential of this core functionality. Even the action “notify agent” should be dynamic as ManyChat has all the elements to make this as easy and smooth as possible.

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