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

# Human agent assignment logic

> The Assignment Logic tab controls how chat and voice agent handovers are handled. You can configure rules for agent assignment, working hours, out-of-office handling, and holiday schedules.

## Chat Assignment Settings

### Assignee Group

Choose which roles can handle chats:

* **Agents**
* **Supervisors**
* **Admins**
* **Super Admins**

### Assignment Logic

Define how chats are assigned to human agents:

* **Manual** — Supervisor/admin assigns chats directly.
* **Round Robin** — Chats rotate evenly among available agents.
* **Balanced** — Chats go to the agent with the **least pending tickets**.

You can also set the **maximum number of tickets** that can be auto-assigned to a single agent.

### Auto Salutation

Automatically send a **welcome message** when a chat is assigned to a human agent.

### Working Hours

Configure when human agents are available:

* Set **working days** of the week
* Define **working hours** per day

### Out of Office Settings

Decide how chats are handled outside working hours:

* Assign chats to humans during **out-of-office hours** (yes/no)
* Allow **verification tasks** to be assigned after hours (yes/no)
* Define the **message shown to users** when no agents are available

### Holidays

Add public holidays where agents will not be available. Chats received during these days follow the **out-of-office settings**.

***

## Voice Call Assignment Settings

### Call Configurations

* Create **voice call configurations** with a **name** and a **list of phone numbers**.
* These numbers will receive calls when a **voice handover** occurs.

### Working Hours

Define the working days and hours for **voice agents**, similar to chat.

### Out of Office Settings

Set how calls are handled when agents are unavailable:

* Decide whether calls should be routed to humans outside working hours.
* Add a **message** to be played when no agents are available.

### Transfer Types

* **Warm Transfer** — Call is transferred with a **handover message**.
* **Cold Transfer** — Call is transferred **without any message**.

<Tip>
  Use **Warm Transfer** for customer-facing teams to ensure smoother context-sharing. Use **Cold Transfer** for urgent or high-volume scenarios.
</Tip>

***