Add team based on teammate for conversations

Question

we have an integration with our current phone system and that creates a new conversation that is assigned to the teammate that answers the call.however, the agents should always remember to assign a team as well.they do not, so i want to automate that based on a workflow.but when i create a reusable workflow with a rule stating that "if team member is X ->the assign team X2"that unassigns the team member from the conversation.how can i automatically assign a team to a conversation that has an agent assigned to it without removing said teammate?

Jacques Reynolds · Accepted Answer

Hi @Frederik Laage👋 Jacques here from support engineering.I see you opened a Conversation with our Support Team regarding this, so as you know,this is actually expected behaviour.With workflows, if the conversation is assigned to a teammate and you assign it to a team, then the teammate will be unassigned.You cancheck if this feature has been recorded on ourProduct Wishlistin our Community if you haven’t already!You can search and upvote existing requests or create new requests 🙌 Check out the quick guide on how the Product Wishlist workshere.Have a great day! :)

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