How do I view conversations assigned to a specific user?

Last updated: November 5, 2026

Use the user-specific conversation view to see conversations assigned to one teammate and manage their queue from the Inbox.

Steps

  1. Open the Omnichannel Inbox.

  2. In the side menu, select Users.

  3. Select the user whose conversations you want to view.

  4. Review the conversations assigned to that user.

  5. Use the top filters to switch between Open, Automated, or Closed conversations.

Tips

  • Use user filtering to monitor workload distribution.

  • Combine user view with status filters for more focused review.

  • If available, use action icons beside the user name to start a new conversation or call.

Troubleshooting

  • If the user list is missing, check whether your role allows user-level inbox access.

  • If no conversations appear, clear filters or confirm the user has assigned conversations.

  • If call actions are unavailable, check channel and calling permissions.