Assign a Conversation

When your team shares one Inbox, assigning a conversation makes it clear who's responsible for each customer. The assigned teammate can then filter the Inbox to see only their chats.

How to Assign a Conversation

1. Open the conversation in the Inbox.
2. Click the assign icon in the chat header.
3. A dropdown opens with your team members.
4. Pick who should handle this conversation:
   • A team member - search by name and select them.
   • Assign to me - take the conversation yourself.
   • Unassigned - remove the current assignment so anyone can pick it up.
5. The conversation is now assigned. The customer details panel shows who it belongs to.

Filtering the Inbox by Assignment

Once conversations are assigned, each teammate can focus on their own:

1. Click the filter icon at the top of the Inbox.
2. Filter by status:
   • Assigned - conversations that already have an owner.
   • Unassigned - conversations nobody has picked up yet.
3. The conversation list updates to show only matching chats.

Common Questions