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  Article updated: May 05, 2022

Set auto-ownership in Sparkcentral

Agents who have auto-ownership enabled automatically own conversations after they respond. If auto-ownership is disabled for an agent, conversations they responded to must be manually assigned, if desired. When a conversation is moved to the Resolved queue, all ownership is removed.

Note: Auto-ownership is set a the channel level.

Admins can enable or disable auto-ownership for individual agents: Go to Admin settings, expand Channels and business hours, select Channels, and then use the toggle to turn Auto-ownership on or off.

The Channels page showing agents with and without auto-ownership enabled.

Important: If a conversation is resolved and the same customer contacts you again, the conversation is marked as a new conversation in the queue with no owner.

 

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