Assigning a Conversation to a Team Member

If you want a specific member of your team to respond to a conversation, you can assign it to them in the Inbox.

To assign a conversation:

  1. Go to Inbox.
  2. Select the customer conversation you want to assign to someone.
  3. Click Assign to someone.
  4. Search for and select a user. Once assigned, your teammate will receive an email or app alert letting them know that a conversation needs their attention (depending on their notification preferences).
Attention: If you need to change who the conversation is assigned to, click the assigned team member’s name to see the "Reassign" option. Search for the correct team member.