Assigning a conversation routes it to a specific agent so your team knows who is responsible for each customer.
Assign a conversation
- Open the conversation from the inbox.
- In the right-side panel, find the Assigned to section.
- Click the dropdown and select a team member.
- The assignment is saved immediately — no confirmation needed.
The assigned agent will see the conversation appear in their My conversations filter. If they have browser notifications enabled, they’ll receive an alert.
To remove an assignment, select Unassigned from the same dropdown.
Auto-assignment
When a new inbound message arrives and no agent is assigned, the conversation stays unassigned. Admins can assign it manually from the inbox.
Visibility scopes
What an agent sees in the inbox depends on the visibility scope set on their role:
| Scope | What the agent sees |
|---|
| Own | Only conversations assigned to themselves |
| Team | Conversations assigned to anyone with the same role |
| All | Every conversation in the workspace |
If an agent reports missing conversations, check their role’s visibility scope at Settings → Roles.
Peer visibility within a role
When two agents have the same role and you want them to see each other’s conversations (for coverage during absences), enable Share with peers on that role.
With Share with peers off, agents with the same role and Own scope only see their own assigned conversations — not their colleagues’.
Reassigning during handoffs
When an agent is away or a conversation needs escalation, any agent with visibility over that conversation can reassign it.
Best practice: add an internal note explaining context before reassigning, so the new agent has background on the situation. 
