Assigning Conversations to Agents and Teams

Conversation Assignment

Assigning conversations ensures the right agent handles each customer inquiry.

Assigning to an Agent

1. Open a conversation
2. Click the Assignee dropdown in the conversation header
3. Select an agent from the list

The assigned agent receives a notification (if they have conversation assignment notifications enabled).

Assigning to a Team

1. Open a conversation
2. Click the Team dropdown
3. Select a team

Team assignment helps route conversations to specialized groups (e.g., Billing, Technical Support).

Unassigned Conversations

Conversations without an assignee appear in the "Unassigned" filter. Any agent can pick up unassigned conversations by replying to them (auto-assignment) or manually assigning them.

Changing Priority

1. Open a conversation
2. Click the Priority dropdown
3. Select: Low, Normal, High, or Urgent

Priority helps agents triage their queue and focus on the most important conversations first.

Changing Status

Use the status controls to move conversations through the workflow:

• Resolve: Mark the issue as addressed
• Close: End the conversation
• Snooze: Temporarily hide the conversation (it returns after the snooze period)
• Reopen: Move a resolved/closed conversation back to open