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Assignments

To ensure the right person and team handles a conversation, use the assignment feature. You can manually or automatically assign a conversation to a certain team member or to a group of team members (team). The assignment of a conversation appears on the top right side of your inbox.

You can change the permissions of what your team members can do with assignments.

To change the assignment of a conversation, you must have the permission to do so.

Manual Assignment

To change the assignment of a conversation to a specific person or team follow these steps:

  1. Select the conversation you want to change the assignment for.
  2. Click on the assignment button on the top right side.
  3. A drop-down menu appears. Select a user or a team you want to assign the conversation to.
  4. The assignment changes.

Important

  • Sending a reply in an unassigned conversation will assign it to the sender automatically.

Automatic Assignment Rule

You can create an automatic assignment so that whenever a customer starts a new conversation with certain attributes, a specific teammate or team gets assigned to it automatically. For example, when a customer with the UAE country code starts a conversation, a specific teammate or team is assigned to it.

  1. Go to Settings.
  2. Click on Inbox rules.
  3. Click New Rule.
  4. Type a name for your rule. For example, assignment rule.
  5. Under “When”, click A customer starts a new conversation.
  6. Under “If”, click on + Condition.
  7. Choose a condition criteria. For example, phone number starting with 97. Click Save. Add more conditions by clicking on + Condition.
  8. Under “Then”, click on + Action.
  9. Choose an action. For example, a certain team gets assigned to the conversation. Choose more actions if you need.
  10. Click Save.
  11. That’s it! The assignment you created appears on the left side.
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When team members mark themselves as "away," they won't be assigned new conversations. However, if a team member is the only one in a certain team and an incoming conversation is assigned based on a rule that includes that team, they'll still be assigned to that conversation, even if marked as "away.”

Delete an Automatic Assignment Rule

If you want to delete an assignment rule,

  1. Go to Settings.
  2. Click on Inbox rules.
  3. Find the assignment rule from the list.
  4. Hover your mouse around the assignment name until you see a bin button.
  5. Click on the bin button. Select Delete.
  6. The assignment is deleted.

Assigned to me

You can filter the inbox for the conversations that are assigned to you.

  1. Go to Conversations.
  2. Click Assigned to me.
  3. All the conversations assigned to you appear.

Assignment Permission

You can choose which person(s) in the team have the permission to

  • Assign conversations
  • See unassigned conversations
  • See others’ assigned conversations

Follow the steps below:

  1. Go to Settings.
  2. Click Users and Roles.
  3. Click the roles you’d like to change the assignment permissions for.
  4. Under Permissions, check or uncheck assignment boxes as you need.
  5. Click Save.

Team assignment

You can create an assignment rule to define what happens to a conversation assigned to your team.

The available options are:

  • Unassigned: Conversations will be marked as unassigned and not be automatically assigned to teammates
  • Last busy: Conversations will be assigned to teammates based on when the teammate was last assigned to a conversation.
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How to create an assignment rule

  1. Go to Teams
  2. Click Create a new team
  3. Give a name to your team
  4. Click Save
  5. Add channel
  6. Add users
  7. Select Unassigned or Last busy
  8. Click Save.