Assign, take and hand over a conversation

Every conversation can have one owner: the person who answers it. You can take one, a lead or manager can assign it, and the owner can hand it over with a note when someone else should continue.

Before you start

• To take a conversation you need Reply to customers in the inbox. To assign other people or hand over any conversation you need Assign and hand over conversations.

Steps

Take a conversation

1. Open Inbox and select the view Unassigned.
2. Open a conversation and select Take it. You become the owner. Sending a reply on an unassigned conversation also makes you its owner.

Assign it to someone

1. Open the conversation.
2. On the right, under Owner and status, pick the person in Assign to (or Nobody).
3. Select Assign. The person is told.

Hand it over

1. Open a conversation you own (or any, with the right to assign).
2. Under Hand over to, pick the colleague.
3. Type a Hand-over note (required): what the customer wants, what you did, what is next.
4. Select Hand over. The note shows in the conversation as "Handed over from … to …", and the new owner is told.

Good to know

• Automatic assignment. Each team chooses who new conversations go to: nobody (they wait in Unassigned), the next available member in turn, or whoever last worked with the contact. People ticked Away in the team get no new conversations. See set up teams.
• Told in the bell. Being assigned a conversation or receiving a hand-over sends you a notice (see notifications).
• On Today. Unassigned conversations of your teams appear on Today with Take it.
• The note is required for a hand-over, so nobody receives a conversation without knowing why.
• The Front Desk page (WhatsApp) has its own Assign to me; see take over a WhatsApp conversation.