Assigning Conversations
Assign conversations to specific team members to ensure accountability and workload distribution.
How to Assign
Open Conversation
Click on the conversation in Team Inbox
Click Assign
Click the Assign button or dropdown
Select Team Member
Choose the team member to assign
Confirm
The conversation is now assigned
Assignment Features
| Feature | Description |
|---|
| Auto-Assignment | Route new chats based on rules |
| Round Robin | Distribute evenly across team |
| Skills-Based | Assign based on expertise |
| Manual | Admin assigns directly |
Filtering by Assignment
In Team Inbox, filter conversations by:
- Assigned to me - See your assignments
- Unassigned - Chats needing assignment
- Assigned to [Name] - Specific team member
Assignment Notifications
When assigned a conversation:
- Email notification (if enabled)
- In-app notification
- Appears in “My Conversations” filter
Only admins and managers can assign conversations to others. Agents can only see their own assigned chats.
