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

# Assignments

> Route conversations to the right teammate — manually, by rule, or by specialty.

Assignments decide who owns a conversation. An owner sees it in their **Mine** tab, gets notified on new messages, and is usually the one expected to close it.

## Assign manually

Open a conversation → click **Assign** in the header (or press <kbd>a</kbd>) → pick a teammate. You'll see everyone on the workspace, with their specialties listed underneath.

Pick **Unassign** to remove an owner. Pick yourself to claim it.

## Bulk assign

Select multiple conversations in the list, then use **Assign** in the bulk bar to give them all to one teammate.

## Teammate specialties

Each teammate can have a list of **specialties** (e.g. *returns*, *shipping*, *technical*). Specialties do two things:

* They're visible in the assignee picker so you know who's a good fit.
* They feed **assignment rules** that auto-route conversations.

Edit specialties in **Settings → Members** → click a teammate.

## Assignment rules

Instead of hand-picking an assignee, let Keloa route automatically based on channel, language, tag, or AI intent.

Rules run top-down — the first match wins. Set them up once, and most conversations arrive with an owner already assigned.

See [Assignment rules](/settings/assignment-rules) for the full guide.

## Round-robin

Inside an assignment rule, you can set the target to **round-robin within specialty** — so conversations get distributed evenly across everyone who has that specialty.

## AI-first, human-next

A common pattern:

1. AI agent answers automatically.
2. If the AI can't resolve in 2 turns, a flow with a **Handoff** node assigns to a human.
3. The assignee gets a notification and picks it up.

See [Handoff and resolve](/flows/handoff-and-resolve).