Assign a conversation
You can assign any conversation to a teammate from the web or mobile inbox — the assignee is saved on the conversation, so everyone in your workspace sees who owns it. New conversations start unassigned.
Step-by-step
- Click Inbox in the left sidebar and open a conversation.
- In the thread header, click the assignee button next to the green Done button. It shows the assignee's first name, or Unassigned if nobody owns the thread yet.
- In the Assign to menu, click a teammate. The menu lists every member of your workspace, and your own name is marked (you).
- A confirmation appears — "Assigned to …" — and the header now shows their name.
To clear it, open the same menu and click Unassigned.
Assigning never restricts access — the inbox stays fully shared, so any member can still read and reply to the conversation.
On mobile
Assigning works the same way in the mobile app, and it is saved to your workspace — teammates see it on the web and on their phones.
- Open the Inbox tab, then either swipe a conversation row left and tap Assign, or open the thread and tap Assigned to … under the contact's name.
- In the Assign to sheet, tap a teammate. To clear it, tap Unassign.
A conversation that nobody owns reads Assigned to no one. Once it's assigned, a small avatar with the assignee's initials appears on its row in the Inbox list.
You can assign conversations to people only — there's no option to assign a conversation to the AI agent.
Troubleshooting
- "Couldn't change the assignee — try again." The change didn't save (usually a connection hiccup, or the person is no longer a member of the workspace). Open the menu and pick them again.
- The menu says "Loading…". Your member list is still loading; wait a second and reopen it.
Handing off work with more detail
Assignment says who owns it. To say what needs to happen, add one of these — both are visible to everyone:
- Internal note. Click Internal in the right panel and type a private note (for example, "@Jordan can you take this one?"). Internal notes are never visible to the customer.
- Assigned task. Click Tasks in the right panel, then Add task. Give it a name, assign it to your teammate, and set a due date — it appears on their Tasks screen. See Assign tasks to teammates.
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Frequently asked questions
Do my teammates see who a conversation is assigned to?
Yes, when you assign it from the web inbox. The assignee is saved on the conversation, so everyone in the workspace sees the same name in the thread header.
Does assigning change who can reply?
No. The inbox is shared — every workspace member can read and reply to any conversation regardless of assignment.
Can I assign a conversation to myself?
Yes. Open the assignee menu in the thread header and choose your own name — it's marked (you).
Does assigning work in the mobile app?
Yes. Swipe a conversation left and tap Assign, or tap 'Assigned to …' in the thread header. It's saved to your workspace, so teammates see it too.
What does a new conversation show as its assignee?
Nobody — every conversation starts unassigned until someone assigns it.
Can I assign a conversation to the AI agent?
No. Conversations are assigned to teammates only.