Assigning & Transferring Conversations

Make sure every conversation gets to the right person.

Assigning a Conversation

• Open the conversation
• Click the Assign dropdown (usually shows "Unassigned" or current owner)
• Select a team member from the list
• The conversation is now assigned to them

Why Assign Conversations?

• Accountability: Someone is responsible for responding
• Expertise: Route to the person best suited to help
• Workload: Distribute conversations evenly
• Tracking: Know who handled what

Transferring to Another Team Member

If you receive a conversation that someone else should handle:

• Open the conversation
• Click the current assignee
• Select the new team member
• Optionally add an internal note explaining why

Viewing Team Assignments

As a team member, you can see:

• Your conversations: Filter by "Mine"
• Unassigned: Items that need an owner
• By team member: If you have permission

Assignment Notifications

When assigned a conversation:

• You may receive an email notification
• The conversation appears in your "Mine" filter
• Some setups include mobile push notifications

Best Practices

• Assign quickly: Don't let conversations sit unassigned
• Transfer with context: Add a note when transferring
• Check unassigned: Regularly review unassigned conversations
• Balance workloads: Distribute fairly among team