How-to guide
Assign conversations
Assign a conversation to the teammate who can give the customer the best next response.
Before you start
- Team members added to your workspace.
- A simple ownership rule for support, sales, and escalations.
- An active conversation in the shared inbox.
Follow these steps
- 1
Open the conversation that needs follow-up.
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- 2
Choose the teammate responsible for the next response and assign the conversation.
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- 3
Add a concise internal note if context or a deadline will help the assignee.
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What this helps you do
- • A clear owner for every important conversation.
- • Fewer duplicate replies.
- • Faster resolution for customer questions.
Troubleshooting
- • Assign only to teammates with the right workspace access.
- • Use notes for internal context instead of sending it to the customer.
- • Reassign when the customer’s need changes.
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