Assigning Conversations

Every conversation can be assigned to one agent. The assignee sees the conversation in their personal queue, gets notifications for new messages, and is accountable for the response.

Assign from the inbox

1. Open the conversation.
2. Click the assignee picker in the top bar (it shows “Unassigned” when nobody is assigned, or the current assignee’s name/avatar).
3. Select a teammate from the dropdown.

The conversation immediately shows as assigned to that person. They receive a notification.

Reassign

Click the assignee picker again and choose a different person. This replaces the current assignee.

Unassign

Click the assignee picker and select Unassigned at the top of the list.

Auto-assignment via routing rules

You can configure routing rules to automatically assign new conversations on creation, based on conditions like which app the conversation is on, the contact’s tags, keywords in the first message, or whether the conversation arrived inside business hours.

Auto-assignment respects online-agent gating: if the target agent is offline, the conversation falls through to the default strategy or stays unassigned. This prevents conversations from being silently black-holed.

See Auto-assign rules for the full setup guide.

Filtering by assignee

In the conversation list, use the filter menu and select Assigned to me or pick a specific teammate to see only their conversations.

Notifications

When you are assigned to a conversation:

• You receive a push notification on mobile.
• You get an in-app notification.

Agents are not emailed for auto-assignments from routing rules - only for manual assigns in the inbox.