Remove Operator – Automation Step

Overview #

The Remove Operator step detaches one or more operators from the current conversation/contact. Use it to clear outdated assignments, complete handoffs, or tidy owners after a workflow finishes.

This step shares its UI with the Add Operator step, but removes operators instead of assigning them.

---

Why Remove Operators? #

✅ Clean up ownership – Avoid stale owners after resolution
✅ Handoffs – Remove previous team when routing to a new team
✅ Load control – Free up operator queues
✅ Process hygiene – Keep conversation owners current and accurate

---

How to Add the Step #

1. In the automation builder, click "Add Action" or the "+" button
2. Choose "Remove Operator"

---

Configure the Step #

The configuration contains one input:

Operators (multi‑select) #

• Select one or more operators to remove
• Search by name
• Multi‑select is supported
• The selector includes a Remove all option to clear all operators from the conversation
• The step becomes valid when at least one operator is selected or Remove all is chosen

The Random/All toggle is not relevant when removing.

---

Behavior #

• Only the selected operators are removed (unless Remove all)
• The conversation remains open—assignment changes only
• You can chain this step with Add Operator to perform a clean handoff

---

Practical Examples #

1) Resolution Cleanup #

If/Else: issue resolved
  IF true → Remove Operator: previous assignees
           Add Tag: resolved

2) Handoff Between Teams #

Remove Operator: Tier 1
Add Operator: Tier 2 (Random)
Chat as Unread

3) SLA Escalation #

If/Else: time > SLA
  IF true → Remove Operator: junior
           Add Operator: senior (All)

---

Best Practices #

• Remove precisely: Prefer specific removals; use Remove all sparingly
• Document handoffs: Add a Chat Note explaining the reason
• Pair with tags: Track ownership changes (escalated, handoff_tier2)
• Coordinate with schedules: Automate removals when shifts end

---

Interactions With Other Steps #

• Add Operator: Assign after removal for clean handoffs
• Chat as Unread: Flag for next assignee
• If / Else: Remove conditionally based on status or SLA

---

Troubleshooting #

Operators not removed #

• Ensure the step executed in the current path
• Confirm operator names match current assignees

Step won’t save #

• Select at least one operator or choose Remove all

---