Article updated: September 13, 2021
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 on the Settings tab by expandingChannels & Business Hours, selecting Channels, and setting the Auto-Ownership toggle to the On position.
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.