> ## Documentation Index
> Fetch the complete documentation index at: https://docs.chatzy.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# How Human Agent Assignment Works

This guide explains how conversations get assigned to human agents.

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## Case 1: Conversation Assigned to AI

If the conversation is assigned to **AI or a Flow**:

* Human agents can still send messages.
* The message will appear in the same conversation.
* Sending a message **does not transfer the conversation to the agent**.
* When the user replies, the **AI continues the conversation as defined in the flow**.

Example\
AI is handling a conversation. A human agent sends a quick message to the user.\
When the user replies, the AI continues the conversation.

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## Case 2: Conversation Assigned to a Human Agent

If the conversation is already assigned to a **human agent**:

* Messages continue in the **same conversation**.
* If the **same agent** sends a message, nothing changes.
* If a **different agent** sends a message, the conversation **automatically gets reassigned to that agent**.

Example\
Agent A is assigned to the conversation.\
If Agent B replies, the conversation will now be assigned to Agent B.

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## Case 3: Conversation is Unassigned

If the conversation is **unassigned**:

* Messages still go to the **same conversation**.
* The **first agent who replies** becomes the assigned agent.

Example\
A new conversation appears with no assigned agent.\
Agent A replies first and becomes the assigned agent.

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## Case 4. Conversation is Closed, Abandoned, or Template

If the conversation is **Closed**, **Abandoned**, or created from a **Template**:

* A **new conversation** will be created when a message is sent.
* The conversation will be **assigned to the agent who sent the message**.

Example\
An agent sends a message to a user after the conversation was closed.\
A new conversation opens and gets assigned to that agent.