Currently, the Human Handoff can only be assigned to a specific user. This creates operational challenges for companies with multiple employees, since all customers requesting to speak with a human end up being assigned to the same person.

We need a way to implement a round-robin assignment system that also respects the working hours defined by each employee. Specifically:

• Each agent should be able to define their working hours in the system (e.g., 8:00 AM to 5:00 PM).

• When a handoff occurs, the system should first check which agents are currently within their working hours.

• The customer should then be assigned in round-robin fashion among the available agents.

• Admins should be able to choose which users belong to each round-robin group (e.g., the customer service team).

Additionally, it should be possible to trigger a workflow either before or after the handoff — for example, to log an event, update a CRM, or send an internal notification.