How do I assign a conversation?

Last updated: November 5, 2026

Assign a conversation when a specific user, team, or AI agent should own the follow-up.

Assign a conversation

  1. Open Inbox.

  2. Open the conversation you want to assign.

  3. Use the assignment controls in the conversation header or conversation details panel.

  4. Choose whether to assign a user, team, or AI agent.

  5. Select the user, team, or agent.

  6. Confirm the assignment.

Tips

  • Assign conversations early so ownership is clear.

  • Use teams when multiple people need shared visibility.

  • End or unassign an AI agent before taking full manual control of a conversation.

Troubleshooting

  • If you cannot assign a conversation, confirm your permissions.

  • If an AI agent keeps responding, end the agent session or unassign the agent.

  • If the conversation becomes unassigned, assign a new owner before leaving the thread.