Assigning Messages

Assign inbox messages to team members to organize workload and ensure every conversation gets handled.

How to get there: Go to Inbox in the top menu → open a conversation → click the Assign dropdown.

Assigning a Message

  1. Open a message in your Inbox
  2. Click the Assign dropdown
  3. Select a team member
  4. The message is now assigned to them

Assignment Options

  • Assign to me - Take ownership of the message
  • Assign to team member - Select from your team
  • Unassign - Remove assignment (message becomes unassigned)

Filtering by Assignment

Use the assignee filter to view specific messages:

Filter Options

  • All - Show all messages regardless of assignment
  • Me - Only messages assigned to you
  • Unassigned - Messages without an assignee
  • Specific team member - Messages assigned to that person

How to Filter

  1. Click the Assignee dropdown in the inbox header
  2. Select your filter option
  3. The inbox updates to show matching messages

Claiming Conversations

When a live chat comes in unassigned:

  1. You'll see it in the inbox with "Waiting" status
  2. Click Claim to assign it to yourself
  3. You can now respond to the customer

Team Workflow Tips

  • Assign on first response - Take ownership when you start helping
  • Reassign when needed - Hand off to specialists
  • Use unassigned filter - Find messages that need attention
  • Check your assignments - Filter to "Me" to see your workload

Notifications

When assigned a message:

  • You'll receive a notification
  • The message appears in your "Me" filter
  • Unread indicator shows on assigned messages