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Conversations

How to assign a conversation to a team member

Open the conversation in Conversations and, in the right panel, pick the user in the contact's owner field. The conversation then shows up in that person's My Inbox. To loop in a teammate without changing the owner, use an internal comment with @.

Updated on

Before you start

  • Your teammate must exist as a user in your account under Settings › My Staff.
  • You need permission to edit contacts and conversations.
  • Users limited to assigned data only see conversations for contacts assigned to them.
Where to find it

Conversations › conversation › right panel › Contact › owner field

Step by step

Assign the conversation

  1. Open Conversations and click the conversation.
  2. If the right panel is collapsed, open it with the icon on the right edge of the screen.
  3. On the Contact tab, find the contact's owner field (shown as Assigned to or Owner).
  4. Open the list and pick the user who will handle this customer.
  5. If a Save button appears, click it.
  6. The conversation now appears in the chosen user's My Inbox.

Loop in a teammate without changing the owner

  1. In the conversation composer, open the channel selector and choose Internal Comment.
  2. Type @, pick your teammate's name and write what you need them to do.
  3. Click Send. Your teammate is notified based on their notification settings, and the customer sees nothing.

See each person's conversations

  1. In the conversation list, open the filter panel (three-line icon).
  2. Add the Assigned rule and pick the user. Choose Logged In User so each person sees their own.
  3. To see conversations where someone was mentioned, use the Mention rule.

Tips

  • Assigned is the main owner of the conversation. Follower is someone who keeps an eye on it without owning it. You can filter by both.
  • So they don't miss mentions, each user should review their alerts in Settings › My Profile › Notifications.

Common problems

  • My coworker can't see the conversation → Check in the right panel that the contact is assigned to them. If they only have access to assigned data, they only see conversations for their own contacts.
  • My coworker's name isn't in the list → They haven't been added as a user yet. Ask your admin to invite them in Settings › My Staff.
  • My coworker didn't get the mention alert → Ask them to turn on notifications in Settings › My Profile › Notifications.
  • I assigned it to the wrong person → Go back to the owner field in the right panel and pick the right person.

Frequently asked questions

Does the customer know the owner changed?

No. Assignments and internal comments are visible only to your team.

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