First we have default assignee - when the automation is not able to answer, the chat is assigned to the default assignee. The default assignee can be an individual or a team.
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You can go to settings > Teams and select the default assignee there: https://use.spurnow.com/app/settings/team

Then when you reply to a conversation, that chat is automatically assigned to the agent that replies.

Then you can manually click on the assigned agent to assign a different agent.

And we can create tickets within automation flows using the Action block. Let's say someone clicks "Cancel Order" in COD Confirmation flow, then we can assign that chat to a particular agent.

Lastly every agent needs to go to the Settings > Notifications tab and turn on the notification for themselves. As soon as a ticket will be assigned to them, they will get a notification.
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If the agent is using a laptop and a phone, then they need to enable notifications on both of those devices.
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​https://use.spurnow.com/app/settings/notifications