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Assigning conversations
Shared Team Inbox
Manual assignment
Open any conversation and click the Assignee dropdown at the top. Select any agent or leave it as Unassigned. The agent receives an in-app notification.
Auto-assignment rules
Go to Settings → Routing to configure automatic assignment rules. Route by keyword, department, phone number, or time-of-day. Round-robin distribution is supported.
Unassigned queue
Any agent can pick up conversations from the Unassigned queue. Filter by department to see only conversations relevant to your team.