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

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'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
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