Assigning Conversations to Team Members
Assigning conversations to the right team members improves task tracking and customer satisfaction.
Assigning Conversations to Team Members
Assigning incoming conversations to the right team member ensures clear ownership, faster response times, and better customer satisfaction. It also helps teams stay organized and avoid duplicate replies.
Why Assign Conversations?
Proper assignment improves:
Task Tracking – Know who is responsible for each message
Accountability – Ensure every customer gets a response
Workload Management – Distribute tasks fairly across your team
Customer Experience – Direct inquiries to the most relevant person or team
How to Assign a Conversation
Open the Conversation
Go to the Conversations section and click on the message you want to assign.Click the Assignment Icon
At the top of the conversation panel, click the assign button (person icon).Select a Team Member
Choose the teammate responsible for handling the message. Once assigned, the conversation will appear in their Mine tab.
Additional Assignment Options
Assign to a Team:
In supported plans, conversations can be assigned to a full team rather than a single person.Reassign Anytime:
Team leads or admins can reassign messages if priorities change.
Best Practices
Assign messages as soon as they arrive to reduce delays.
Use internal notes when handing off conversations to provide context.
Combine assignments with Views and Tags to streamline your workflow.
By assigning conversations clearly and promptly, your team can deliver faster, more personalized support at scale.