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By default, conversations arrive unassigned and sit in All inboxes where anyone working that inbox can pick them up. Assigning gives a conversation an owner.

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Assigning to someone

  1. Open the conversation
  2. Select Assign member, or press A
  3. Pick the person
The conversation records who assigned it and to whom, and the conversation lands in the Todo list under the My inbox section for that assignee. From the same control you can unassign it, or self assign to take it yourself. Only members of that inbox appear in the list. See Members.

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My inbox

My inbox holds conversations assigned to you, regardless of how they got there:
  • You self assigned
  • A teammate assigned you
  • A workflow assigned you automatically
Unassigning a conversation removes it from My inbox. All conversations, whether or not in My inbox, also exist in All inboxes.
Assign when a conversation needs one person’s judgement or one person’s follow through, for example a complaint or a refund. Leave routine guest questions unassigned so whoever is on shift can clear them.

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Assigning and handover

When you hand a long conversation to someone else, the AI summary in the side panel usually saves them reading the whole thread. Adding a note explaining why you are passing it on saves them guessing. See The conversation sidebar and Notes and mentions.

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Frequently asked questions

Assignment is to a single member. If more than one person needs eyes on it, assign the owner and tag the others in a note.
No. Assignment is about who on your team owns the conversation. What the agent does is governed by whether you are on copilot or autopilot. See Proposed replies.