Assigning Messages

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

How to get there: Go to Team inbox in the left menu → open a conversation → open ⋯ → Assign to.

Assigning a Message

  1. Open a message in your Inbox
  2. Open ⋯ → Assign to
  3. Select a team member in the modal
  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
  • Remove assignee - 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

For one specific person:

  1. Find Team in the left sidebar
  2. Click their name
  3. The inbox shows only their conversations

Their name appears as a chip above the list. Click Clear to see everything
again.

For the quick options, use the buttons above the list: All, Unassigned
or Mine.

Filtering the inbox down to one team member

Claiming Conversations

When a live chat comes in unassigned:

  1. You will see it in the inbox without an owner
  2. Click Claim to assign it to yourself
  3. You can now respond to the customer

Replying to an unassigned conversation also picks it up. For a live chat, this counts as going online. If the visitor has left and an email address is known, Boei uses email follow-up. Breaks, leave and access rights still apply.

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:

  • Your profile controls email, SMS, Telegram and Boei App alerts. Only enabled channels with a linked phone, account or device can notify you. SMS uses your normal messaging allowance. Assignment alerts can arrive outside working hours or during leave. Taking a break only stops offers of new work.
  • The message appears in your "Me" filter
  • Unread indicator shows on assigned messages