How do I create an Assign User action tool for AI agents?

Last updated: November 5, 2026

Create an Assign User action tool when an AI agent should route or assign a conversation to a specific teammate.

Before you start

  • Decide which teammate should receive the assignment.

  • Define the exact situation that should trigger the assignment.

Steps

  1. Open Agents.

  2. Select Tools, then Create Tool.

  3. Choose Execute Actions.

  4. Name and save the tool.

  5. Add a clear label and description.

  6. Set timeout and speech settings.

  7. Add an Assign User action.

  8. Select the user to assign.

  9. Save the action and tool.

  10. Enable the tool on the agent.

  11. Update the agent instructions with when to assign the user and what to tell the contact.

Troubleshooting

  • If assignment does not happen, confirm the tool is enabled on the agent.

  • If the wrong user is assigned, verify the selected user in the action setup.