An AI agent that can send any template can send the wrong one. Assignment is the guard rail: it says which agents are cleared to send a given template, so an assistant answering a delivery question cannot decide to fire off a promotional offer.
When you'd use it #
Separating sales from support
The support agent gets the appointment and status templates. Only the sales agent gets the promotional ones.
Protecting a sensitive template
Authentication and payment templates stay assigned to nothing, so only a human can send them.
Staged trust
A new agent starts with one harmless template and gains more as you watch how it behaves.
Assigning #
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Open the template's Assign screen
From the templates list, choose Assign on the template you want to restrict. -
Tick the agents allowed to send it
Only the agents you tick can use this template. An unticked agent will not offer it and cannot send it. -
Save
Takes effect immediately, including on conversations already in progress.