2. Assign conversations

Assign conversations so your team knows who is responsible for the next reply. Use the assignee menu in an Inbox thread for a specific request, or enable round-robin assignment for incoming human work.

Staff can assign conversations they can access. An Admin configures automatic assignment.

Manual assignment

1. Open the thread and its assignee menu.
2. Choose an eligible teammate, yourself, or the unassigned option.
3. Check the displayed owner and whether AI still handles the thread.

An assignee must be an active workspace member or an admin. Assignment records a system event and can notify another person; self-assignment does not generate that notice. Assignment does not itself change status or stop AI handling.

Automatic assignment

An admin opens Settings → Workspaces → Edit, enables Round-robin auto-assignment and saves. It is off by default. When an unassigned conversation needs humans, the selection rotates through active workspace members who are online and not away.

Assignment limits

• If nobody is eligible, the conversation remains unassigned.
• Routing does not use skills, tags or workload.
• Coming online later does not guarantee that all waiting threads will be allocated. Keep an eye on the unassigned queue.

Membership changes

Admins have access across workspaces, but they need explicit membership to participate in round-robin routing. Removing a non-admin member clears their active assignments in that workspace. Moving a webchat thread to another workspace also clears its assignee; check who will handle it afterwards.

Related guides: Members, Tags, Handoff, Notifications.