Assign Conversations to Your Team
A shared inbox works only when everyone can see who owns the next step. Assignment turns a crowded message list into a coordinated team workflow.
Make ownership obvious
Every active customer conversation should show the assigned agent or remain clearly unassigned for pickup.
Use roles intentionally
Owners and administrators manage configuration and access, while agents receive only the permissions required for their work.
Support handoffs
Agents should be able to transfer a conversation with enough context that the customer does not have to restart the story.
Close the loop
Resolved states, follow-up reminders, and clear reopen behavior help teams distinguish completed work from conversations that still need attention.