Moving and Assigning
Select Stage and Assign Agent: moving a patient by hand and handing them to another agent
Most patients move because a call outcome or a form condition fired. Two actions under More actions on the patient view let an agent step outside that: Select Stage moves the patient to a stage by hand, Assign Agent hands the patient to someone else.
Select Stage
More actions → Select Stage opens a dialog with one dropdown, "Select Stage", listing the stages of the live workflow. Picking one acts at once; there is no confirmation step and no success message. "Failed to jump to stage" is the only message, shown when the move could not be requested.
What the move does:
- The patient's current stage tasks are resolved and the stage conversation is closed.
- The patient enters the chosen stage as if an output had led there: the stage's assignment rule runs, its tasks and call task are created, and the stage clock starts.
- The board switches to the chosen stage's tab and the card appears there.
- Logs records the assignment and the new tasks; the old stage is listed under Previous stages.
When it applies:
Situation | Result |
|---|---|
The patient is waiting in a stage | The move happens |
The patient is inside a delay, a condition or a template node | Nothing changes; wait for the patient to reach the next stage |
The patient is not in the workflow at all | The workflow is started for them from its start node; the chosen stage is not used |
Select Stage follows no drawn output and no condition: it is the agent's decision. It does not check whether the target stage is connected to the current one.
Example: a patient reached "Second call" but the report they were waiting for has arrived early. Select Stage to "Report review" puts them on the review team's board today, with the review stage's tasks, instead of waiting for the call outcome.
Assign Agent
More actions → Assign Agent opens a searchable picker, "Assign Agent", with two groups: Agents, your human users, and Bots. Picking one assigns the patient's conversation to them immediately; "Agent assigned" confirms it and the dialog closes. "Agent assignment failed" means the change was not made.
What assignment changes:
- The card's avatar shows the new agent's initials, and the User Name filter finds the patient under that agent.
- The stage's open tasks stay as they are; the new agent works them.
- The assignment holds until the patient enters another stage, where that stage's own Assign to rule assigns them again. To keep a patient with one person across stages, set the stages' rules accordingly.
Which One to Use
You want to | Use |
|---|---|
Skip ahead or send the patient back a step | Select Stage |
Hand the patient to a colleague for this stage | Assign Agent |
Give the patient a specific next call time | Add Follow Up Time on the form (see Forms, Notes and Follow-ups) |
End the patient's workflow | Move them to a stage that leads to an End Stage, or ask the administrator |
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