Take and assign conversations

Every conversation has at most one agent in charge. The ones that arrive without an owner stay with the channel’s team, ready for someone to take.

Before you start

You need

• To be an agent in the business (to take conversations).
• To be an admin or team lead (to assign and reassign).

Steps

1. Open the Inbox and filter by “Unassigned”. In the Inbox side menu, pick Unassigned: these are the team’s conversations nobody is handling yet.

2. Open the conversation and choose “Take”. The button is at the top right. Taking it assigns it to you and removes it from the “Unassigned” filter. First to take it keeps it: if someone beat you to it, you’ll see it assigned to that person.

3. To assign it to someone else, use the header selectors. If you’re an admin or the team’s lead, you’ll see two selectors above the conversation: one shows the team and the other the agent in charge (Unassigned if there’s none). Pick the agent and the change applies instantly; “Unassigned” returns it to the team.

Who can reassign

A team lead reassigns within their team; the owner and admins, across the whole business. A regular agent doesn’t see the selectors: they take unassigned conversations or receive the ones assigned to them.

Result

Note

The conversation has a clear owner. Seeing a conversation doesn’t mean you can reply: only the assigned agent, their team lead, or an admin can respond.

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