Managing conversation assignments in the inbox is a straightforward process that helps teams stay organized and responsive. Conversations can be assigned to yourself, a teammate, or left unassigned directly from the inbound conversation panel or within the conversation view. Assignment filters also make it easy to view conversations by status, allowing you to quickly focus on what matters most and maintain an efficient workflow.
Note: If you're looking for information on how to do this in the mobile app you can check out this article.
Assigning Conversations
You can assign conversations to yourself or to a teammate, or you can mark them as unassigned.
There are two ways to change the assignment status of a conversation.
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Assign conversations from the inbound conversation panel by clicking on the agent avatar to update it.
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Assign conversations by clicking into the conversation itself and selecting the agent avatar to update it:
Filtering by assignment status
Use these filters to view conversations based on their assignment:
- All – Includes all conversations, whether unassigned or assigned to you or a teammate.
- Me – Shows conversations assigned to you. This is where you'll spend most of your time.
- Unassigned – Displays conversations that haven't been assigned yet.
- Teammate – A dropdown filter that lets you view conversations assigned to a specific teammate.