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:
- Go to Inbox.
- Select the customer conversation you want to assign to someone.
- Click Assign to someone.
- 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.