Assigning a conversation makes it one person job. It moves into that colleague My inbox, and the reply box appears for them.
How to assign
- Open the conversation.
- In the details panel on the side, open the Assignee dropdown.
- Pick a colleague from the Members group.
Picking Unassigned instead clears the owner and returns it to the unassigned pile.
Who can assign what
The rule depends on your role.
- A Member can claim a conversation nobody has taken, and hand off one of their own to a colleague. They cannot reassign a conversation another agent is already handling.
- A Super Admin can reassign anything, which is how work gets moved off someone who is away or overloaded.
A Member who tries to take an owned conversation is told only an admin can reassign a conversation owned by another agent.
Assigning does not notify the customer
Assignment is internal. The customer sees nothing when a conversation changes hands, so you can move work around freely.
The colleague you assign it to sees it appear in their My inbox. If you want to be sure they notice, mention them in a note as well.
Assign several at once
Tick conversations in the list and use the bulk bar to assign them all to one person. This is the quick way to hand a batch of work to a colleague, or pull a pile of unassigned conversations onto yourself.
Frequently asked questions
The dropdown will not let me pick someone.
If the conversation is already owned by another agent and you are a Member, you cannot reassign it. Ask an admin.
Does the person get an email?
No. It appears in their My inbox. Mention them for a stronger nudge.
Is assigning the same as taking over from the AI?
No. Taking over also stops the AI. Assigning only changes who owns it.