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.
Manually assign conversations
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.
Unassign or reassign conversations
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.
Auto-assign on first outbound
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.
Auto-assign with rules
You can use rules to set up workflows that automatically assign conversations to teammates. Create your own auto-assign rule, or use our rules library to browse auto-assign rules and implement them for your team. To learn more about rules, see Understanding rules.
Hello, does it work on my personal email as well as team's emails. Which would mean that I can share parts of my personal email directly with my team (but not all)?
Moreover, if I archive this email in Gmail, will the person that I assigned this conversation be able to access it?
Jerome Chouraqui Yes, you can assign emails that live in your individual inbox to your teammate's if you wish. You can also @mention them in the comments to give them access to a single conversation.
If you archive an email in Gmail, but the conversation is assigned to another teammate, then it will not archive in Front.
Hi! Cori Morris
Is it possible assign a NEW conversation to an agent using rules?
By example for new conversations, assign it once is created.
Alexander Baquiax Yes, you can use rules to auto-assign conversations.
Cori Morris Thanks
How can do it? I want to assign once a new conversation is created. I want to point this: only the new conversations. I tried but I didn't success. :(
Alexander Baquiax Here's an example of a rule:
Cori Morris Thanks so much!
If I'm working in multiple inboxes, how can I more easily view emails assigned to me for each inbox or folder?
The "assigned to me" filter lumps everything together, & the "open" tab in each inbox shows everyone's open emails instead of just mine. Using search to filter assignee:me from each inbox seems tedious to do multiple times per day.
Can we get a "My Open" tab in each inbox that filters only the open emails assigned to me?
Something like this...
Unassigned | My Open | Open | ALL
Cori Morris How can I assign all team members to a conversation with only one command? Like @all
In case everyone needs to know about a certain topic.
When is an Assigned Conversation marked as complete? When it is Archived? Are there notifications upon completion?