> ## Documentation Index
> Fetch the complete documentation index at: https://wapnotify.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Assign conversations

> How to assign a conversation to a team member and how role visibility controls what agents can see.

Assigning a conversation routes it to a specific agent so your team knows who is responsible for each customer.

## Assign a conversation

1. Open the conversation from the inbox.
2. In the right-side panel, find the **Assigned to** section.
3. Click the dropdown and select a team member.
4. 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                 |

Admins always see all conversations regardless of scope.

<Note>
  If an agent reports missing conversations, check their role's visibility scope at **Settings → Roles**.
</Note>

## 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](/conversations/notes) explaining context before reassigning, so the new agent has background on the situation.