Assign conversations to teammates

Assign conversations to teammates to share workload, hand off customer issues, or collaborate with multiple team members at once. Assignment updates appear in real time for everyone working in the inbox.

Where assignment appears

You can assign a conversation from two places:

• Conversation view — In the conversation header, click the assignment icon (user with a plus sign) to open the assignment dialog.

• Conversation list — In the sidebar, open the conversation menu and select Assign to user.

Who can be assigned

Only members of the inbox can be assigned to conversations within that inbox. When you open the assignment dialog, you'll see a list of all inbox members to choose from.

Assign one or more teammates

1. Open the assignment dialog from the conversation header or conversation list menu.

2. In the dialog, search for teammates by name using the Search users... field, or scroll through the list.

3. Select one or more inbox members by checking the boxes next to their names. Your own name appears with (you) next to it.

4. Click Save.

The conversation now shows the assigned names. Everyone in the inbox sees the updated assignment immediately.

What happens after assignment

• The assigned names appear on the conversation in both the detail view and the conversation list.

• Assignment updates are shared in real time with all inbox members.

• You can reassign or add more teammates at any time by opening the assignment dialog again.

Tip: The dialog is labeled Assign to user, but you can select multiple inbox members to share a conversation across your team.