Assigning and Managing Conversations

Conversations can be assigned to specific agents so your team always knows who is responsible for each customer.

Assigning a conversation

• Open the conversation in the Inbox

• Click the Assign Agent control in the conversation header

• Select a team member from the dropdown

The assigned agent receives a notification and the conversation appears in their view.

Unassigning

To remove an assignment, open the same Assign Agent control and select Unassign.

Resolving conversations

Once a conversation is handled, mark it as Resolved using the button in the conversation header. Resolved conversations move out of the Open queue and can be viewed by switching the filter to Resolved.

Reopening a resolved conversation

If a customer replies to a resolved conversation, it automatically moves back to Open and appears at the top of the list.

Bulk actions

Select multiple conversations using the checkbox that appears on hover, then use the bulk action toolbar to assign, resolve, or tag them all at once.