Overview
A manual agent automation is one you switch on yourself for a particular agent, rather than one that fires on its own.
It suits work that only applies to some agents — a targeted follow-up, marking someone as a VIP, or handing them to a different team member.
Before You Start
If you open an agent and find no automations available to activate, none have been built yet. The manual list stays empty until you create one.
Steps
Part 1: Build the Automation
Step 1: Open your manual agent automations
Go to Automations.
Click Agents.
Select Manual Assignment.
Click Add Automation, enter a name, and click Save.
Step 2: Set your timing
Choose your delay preference.
Step 3: Add an SMS step
Select one of your templates, or write the message.
Choose the recipient — the primary contact on the agent profile, or another agent you select.
Step 4: Add any other steps
You can also:
Add a task
Send an email
Add tags
Mark or unmark the agent as a VIP
Add if/else conditions
Change the agent's status
Unassign a team member
Stop automations — specific ones, or everything currently running on that agent
Step 5: Assign and notify your team
You can assign a team member to the agent as part of the sequence.
When notifying, you can target everyone assigned to that agent — which includes anyone the automation has just added. Select all assigned, then choose your notification channel.
Step 6: Save
Click Save.
Part 2: Enable It on an Agent
Step 7: Open the agent
Open the agent you want to run the automation on.
Step 8: Add the automation
Click the automation button.
Click Add Automation.
Select the automation you created and click Add to Automation.
Step 9: Check what will happen
Click the automation to see its scheduled actions and when each is due to be executed.
Important Notes
Manual automations do not start on their own. You enable them per agent, which suits selective outreach.
The SMS recipient can be the agent's primary contact or a different agent, so a message can be routed to whoever actually needs it.
Assign then notify works in sequence. If the automation assigns someone and then notifies everyone assigned, the person just added is included.
Stopping automations can be targeted — specific ones, or everything running on that agent.
If/else conditions are available, so the sequence can branch on the agent's details.
Troubleshooting
There are no automations to activate on an agent
None have been created yet. Build one under Automations, Agents, Manual Assignment.
Your automation has not run
It has to be enabled on the agent by hand. Open the agent, click the automation button, and add it.
Your SMS went to the wrong person
Check the recipient on the SMS step — the agent's primary contact, or another agent.
A newly assigned team member was not notified
Notify all assigned rather than naming people, so anyone the automation adds is included.
You want to know when steps will run
Click the automation on the agent record to see the scheduled actions and their execution times.
Summary
You built a manual automation for agents. Under Automations, Agents, and Manual Assignment you created it, set your timing, and added steps — an SMS to the agent's primary contact or another agent, tasks and emails, tags, VIP marking, if/else conditions, a team assignment with notifications to everyone assigned, and a stop step. You then enabled it on an agent and reviewed its scheduled actions.