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Example: Reassigning a Conversation When an Agent Says “Sorry, I don’t know”

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After setting up your Workflow, it’s important to confirm that it works exactly as expected in real conversations.

This guide shows you how to test a specific Workflow that automatically reassigns a conversation when an agent sends the message:

“I don’t know.”

You’ll learn how to manually trigger the Workflow, verify the results, and ensure that it’s functioning properly.

What This Workflow Does​

This Workflow is designed to:

  • Detect when an agent sends the message: "i don’t know"
  • Immediately unassign current agent from this conversation.
  • Reassign it to another agent, for example, Lincoln.

What This Workflow Does

How to test the Workflow​

Step 1: Simulate the Trigger​

Start a real or test conversation via your connected messaging apps or website chat.

As the agent, send the exact message:

“I don’t know.”

This should trigger the Workflow.

Step 2: Observe the System Behavior​

Once the message is sent, the Workflow should immediately:

  • Unassign the conversation from the current agent.
  • Assign the conversation to Agent Lincoln.

Step 3: Look for Confirmation Messages​

If the Workflow runs successfully, you will see system messages like:

Look for Confirmation Messages

Step 4: Check Action Usage​

To ensure your Workflow continues to operate, check your monthly action usage:

  • You can view your usage in the bottom-left corner of the Workflow screen.
  • If you’ve reached your plan’s action limit, Workflows may stop executing.

Check Action Usage

Troubleshooting (If Nothing Happens)​

If the Workflow doesn’t run as expected:

  • Make sure the agent’s message matches exactly: “i don’t know”.
  • Confirm that the Workflow is enabled.
  • Double-check that the correct agent is selected in the "Assign to" step.
  • Verify that your account still has available Workflow actions.