Assign conversations

Every conversation can have one person looking after it. Admins and members can both assign.

Assign a conversation

Open the conversation and press the button beside Resolve. It shows who has it now, or Unassigned. Pick a teammate, yourself, or Unassigned.

• The person you assign gets an email with a link to the conversation, unless they’ve turned emails off in Settings → Notifications.
• If Dazza was handling the conversation, assigning it brings in the team: Dazza stops replying, and the customer is told the team will reply.
• The customer isn’t told who it’s assigned to. They see a name once that person joins or replies.
• Each change shows as a line in the conversation, for example Sam reassigned this from Priya to Jo. Only your team sees it.

Mine lists the open conversations assigned to you, including any you’ve taken over.

If you’re the only one on the team, the menu offers you and Unassigned. Admins can invite people from Settings → Team. See Invite your team and set roles.

Share new handovers out in turn

In Settings → Team inbox, an admin can turn on Share new handovers out in turn. Each new handover is assigned to the next person on the team, in turn, and only that person gets the email.

Settings shows who the next handover goes to. With this off, handovers wait unassigned and everyone with alerts on is emailed.

Mark yourself away

Turn on I’m away in Settings → Team inbox, or press Available at the top of the inbox while handovers are being shared out. New handovers skip you until you turn it off. You still see every conversation, and a teammate can still assign one to you.

If everyone is away, handovers wait unassigned.