Assignment makes it clear who follows up with a customer. Use it for new conversations or when a request needs to move to another team without starting a separate conversation.
Before you start
Open a conversation in an inbox you can access. The destination teammate or team must already belong to the workspace.
Steps
- 1
Open the conversation
Choose the conversation in Inbox and read the latest message and customer context.
- 2
Choose an owner
From conversation details, open the assignment control and select the right teammate or team.
- 3
Leave internal context
Before transferring, add a private note summarizing the request and next step if the recipient needs more context.
- 4
Verify the transfer
Check the new owner in conversation details and confirm their team can see the conversation.
- 5
Follow through
Agree on who will reply to the customer; changing ownership alone does not send a message.
Check the result
The new owner is visible and can continue the conversation from its existing history.