This flow allows your AI Agent to automatically handle the first interaction with new contacts, provide an initial response, and then seamlessly hand over the conversation to a team using round-robin assignment.

By combining AgentFlow with team queue assignment, businesses can ensure that every new inbound lead is greeted instantly and assigned fairly to available agents—improving response speed, lead capture efficiency, and workload distribution.

This setup is ideal for:

• Teams needing instant engagement for first-time contacts
• Sales teams managing new inbound leads via WhatsApp or social channels
• Support teams automating triage before handing the conversation to a human agent.

Example use case 

When a brand-new contact sends their first message:

1. Incoming message received triggers the flow.
2. The AI Agent (via AgentFlow) joins to greet, answer basic questions, or collect information.
3. The flow then moves to Assign to → Team – By queue, triggering round robin distribution.
4. A Send message action node sends a confirmation or follow-up message once assigned.

This creates a smooth experience where the AI handles the initial touchpoint and prepares the conversation before it reaches your team.

Set up “Incoming message received” trigger node

1. Select the Incoming message received trigger node and open up its node form, which will appear on the right side of the screen

2. The node form contains the following fields for you to set up the trigger:

• Setup tab
  • Channel: Select the desired messaging channel(s) that will trigger the flow when a message is received from it. You can select as many channels as needed for this workflow.

• Filter tab
  • Enrollment conditions: When toggled on, you can set specific conditions at the “Filter” tab that the customer must meet in order to be enrolled into the flow. For example:
    • Trigger only during working days or business hours
    • Trigger only for first-time contacts

Set up “AgentFlow” action node

1. Select the AgentFlow (Beta) node and open up its node form, which will appear on the right side of the screen
   
2. The node form contains the following fields for you to set up the trigger:

• Setup tab
  • Select AI agent: Select the AI agent you would like to use in this flow
  • Channel type: Select the messaging channel type (e.g. WhatsApp).
  • Send via: Select the specific channel account to send from
     

3. In the flow canvas, underneath AgentFlow node, there are some branches where you can:
   1. Define entry conditions for when the AI should join
   2. Set exit conditions
   3. Configure fallback actions
   4. Define when the AI hands the conversation back to the team

4. In the branch where human follow-up is needed, add an Assign to action node.

Set up “Assign to” action node

This ensures the new contact is automatically routed to a team using round-robin assignment.

1. Click on the Assign to action node to open up its node form, which will appear on the right side of the screen

2. The node form contains the following fields for you to set up the action:

• Setup tab
  • Assign to: To enable round-robin assignment within team, please select “Team - By queue”
    

• Team: Appears when “Team” is selected. Choose the team whose round-robin rule you want to use for new lead assignment. 
  

Set up “Send message” action node

After assignment, send an automatic follow-up or acknowledgment message

1. Click on the Send message action node to open up its node form, which will appear on the right side of the screen
2. The node form contains the following fields for you to configure your action:
   1. Channel type: Select the messaging channel type to send your message from (e.g. WhatsApp, Facebook, Instagram) 
   2. Send via: Select the specific messaging channel to send your message from (e.g. WhatsApp channel HK)