Assigning and Reassigning Conversations

Keeping conversations assigned to the right teammate is critical for ensuring customer requests do not get missed. Unassigned conversations can fall through the cracks and negatively impact your support performance. When a conversation is assigned, the assignee will receive a notification.

How assignment works

An assignee is the agent responsible for a particular conversation thread. When new customer messages arrive, all agents subscribed to notifications for that channel will be notified. By default, the first agent to reply to a customer message becomes the assignee for that conversation. From that point forward, all subsequent notifications for that thread go to the assignee only, and the conversation is no longer considered unassigned.

Reassign a conversation

To reassign a conversation to a different agent, open the conversation thread and select Reassign from the navigation menu. Choose the new agent from the dropdown and select Assign. All future notifications for that thread will go to the new assignee.

If you want to keep a conversation unassigned after replying, use the Reply and Leave Unassigned reply option.

Bulk assign and reassign

The dashboard supports bulk assigning and reassigning. Select the conversations you want to update and select Reassign. To select conversations more quickly, use Shift and select to highlight multiple conversations at once.

Assign via Workflows

Conversations can also be assigned automatically through Workflows. Select the Assign command from the Workflow dropdown and choose the staff member you want the triggered conversation assigned to.