Inbox & Team
Assigning Conversations to Agents
Route any conversation to the right team member so every customer gets help from the best person for the job.
3 min
Beginner
How to do it
Open the conversation you want to assign
Click the conversation in the Inbox. It opens in the main panel.
Click "Assign Agent" in the conversation header
At the top of the open conversation, click the Assign Agent button (it shows "Unassigned" if no agent is set yet).
Select a team member
A dropdown lists all agents in your organization. Click the name of the agent you want to assign this conversation to.
The agent is notified
The assigned agent receives an in-app notification. The conversation now appears in their My Conversations filter in the inbox.
Reassign at any time
To change the assigned agent, click the agent name in the conversation header and select a different team member from the dropdown.