Assigning conversations

Assigning a conversation is transferring it to a coworker in order to help you to answer the customer’s question, exchange internal notes, inform your coworker of the message sent from the customer, etc. For example, you might want to assign a conversation to another user when you don't know the answer your customer is asking you. 

Assign a specific conversation

  • Click on the conversation you wish to assign.
  • Click on the drop-down menu, at the top of your conversation.
  • Select which user you wish to assign the conversation to.
  • The conversation will disappear from your list and the user will be notified that a conversation has been assigned to him.

  • Click on the Conversations tab, at the bottom of your screen.
  • Click on the conversation you wish to assign to another user.
  • Click on the options menu , at the top, on the right side of your screen.
  • Click on Assign conversation.
  • Click on the user you wish to assign the conversation to.

In the conversation, you will see the date, time and the name of the user you assigned the conversation to. The user will also be notified that a conversation had been assigned to them.

Assign a specific conversation with an internal note

  • Click on the conversation you wish to assign.
  • Add an internal note, tag the user to let him know why you assigning him a conversation and you can add emojis to your note.
  • Click on Add .
  • Click on the drop-down menu, at the top of your conversation.
  • Select which user you wish to assign the conversation to.
  • The conversation will disappear from your list and the user will be notified that a conversation has been assigned to him.

Assign multiple conversations

  • Click on the checkbox on the left side of the customer's name in the conversation list.
  • Select the conversations by clicking the boxes one by one and as many as you wish, or click on All on the top of this conversation list.
  • Click on the drop-down menu at the top of the conversation list.
  • Select which user you wish to assign the conversation to.

  • The conversations will disappear from your list and the user will be notified that conversations has been assigned to him.
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