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📚 Documentation is in active development — pages marked TODO will fill out over the next few weeks.
InboxAssignments + transfer

Assignments + transfer

Every conversation has at most one assignee. When unassigned, anyone with chat.reply permission can claim it.

Actions

  • Claim — anyone takes an unassigned conversation. Required permission: chat.assign.
  • Assign to — assign to another agent (requires the conversation be in your purview).
  • Transfer — hand off to a specific agent + leave a transfer note. Permission: chat.transfer.
  • Unassign — release back to the pool.
  • Group ownership — assign to a team / group; anyone in the group sees it in their “My” tab.

Tabs in the list

The left rail filters by:

  • My — assigned to you
  • Open — assignee = someone, status = OPEN
  • Unassigned — no assignee, status = OPEN
  • Pending — status = PENDING (waiting on customer)
  • Resolved — status = RESOLVED
  • All — everything not CLOSED

The unassigned tab is the agent-team’s intake queue.

Auto-assignment via flows / keywords

Keywords + automations can assign via assign_to_agent action. Useful for routing “refund” mentions to the support lead, “sales” mentions to the BD team, etc. See Keywords for the action reference.

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What happens on an inboundConversation lifecycle