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.

11replies Oldest first
  • Oldest first
  • Newest first
  • Active threads
  • Popular
  • 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! 

    • Ben
    • Ben.1
    • 4 yrs ago
    • Reported - view

    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.

    • John Robb
    • John_Robb
    • 2 yrs ago
    • Reported - view

    When is an Assigned Conversation marked as complete?  When it is Archived?  Are there notifications upon completion?

Like Follow
  • 5 mths agoLast active
  • 11Replies
  • 10329Views
  • 7 Following