March 03,2025
Why the “Assignment” Node in Domino CRM Is So Important
When the Domino CRM team talks about chatbots for businesses, we envision them taking on the full scope of client communication in a messenger—from start to finish. The idea is that the bot itself greets the user, answers questions (including through AI), and saves company resources. However, we also understand that in certain situations, even the smartest business chatbot must hand off tasks to a real human specialist.
That’s why our chatbot builder includes the “Assignment” block. It can automatically forward a request to a manager or simply provide the client with that option in the messenger. We strongly recommend not overlooking these capabilities.
Is there a contradiction here? On one hand, it might seem that this undermines the idea of total self-service via a chatbot. But in reality, there’s no contradiction. Using the “Assignment” node doesn’t negate the bot’s advantages—rather, it enhances them.
In our opinion, there are four reasons to regularly include a manager hand-off option in your business chatbot.
User Trust. Not everyone has adapted to a fully digital world. Some users absolutely need interaction with a real person. At the very least, they want to know there’s an actual team behind the chatbot and that they can get live support if needed. This strengthens their trust in your service and your company as a whole.
Complex Situations. You can’t anticipate and program every possible scenario. Even AI can get confused. Plus, there might be gaps in the knowledge base you load into your business chatbot. Meanwhile, a manager—a real human—can respond adaptively to non-standard requests, leverage broader context, and make decisions instantly. They can also simply help calm an upset customer.
Hybrid Efficiency. Automation should be deployed where it’s most beneficial and convenient. But there should always be a “backup” specialist if the question goes beyond the chatbot’s competence. This approach optimizes resource allocation and overall results.
Future Chatbot Improvements. By monitoring which questions are most often handed off to managers, you can train the bot to handle them on its own next time. For instance, by expanding your AI assistant’s knowledge base. Gradually, these “blind spots” will diminish, and the percentage of successfully automated interactions will grow.
Personalized Interactions. Domino CRM allows for the personalization of automated interactions. We store user variables and enable their integration into the flow for “branching.” However, sometimes you can’t do without human empathy and direct specialist involvement—for example, when dealing with VIP clients or in situations where the user expects not just a solution, but personal guidance.
So, the “Assignment” block in Domino CRM’s business chatbot builder is not a step backward from full automation—it’s more of a harmonious addition. The chatbot handles routine and standard tasks, and a human steps in only when their expertise is truly needed.
This approach makes customer interactions more flexible and business processes more reliable.