How to assign a conversation

Assign conversations to give every message a clear owner and ensure nothing falls through the cracks.

You'll typically assign a conversation to the person on your team in charge of replying to that specific inquiry. By assigning all conversations, you can ensure no message goes unreplied. A conversation can only be assigned to one user at a time.

To manually assign a conversation to a teammate, click Assign on the conversation toolbar and select a teammate from the dropdown. The assignees you've used most recently will show at the top of the dropdown.

Once a conversation is assigned, it appears in the assignee's Assigned to me section.

To unassign a conversation or assign it to a different teammate, click the current assignee's name at the top of the conversation. From the dropdown, choose Unassigned, or select a teammate name to reassign the conversation to them.

Each channel can be configured to automatically assign unassigned conversations to a teammate when that teammate sends the first outbound message in the thread. See this article to learn more.

You can use rules to set up workflows that automatically assign conversations to teammates. Create your own auto-assign rule, or use our rule library to browse auto-assign rules and implement them for your team. To learn more about rules, see this article.