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  Article updated: March 19, 2023

Assign a conversation in Inbox 2.0

Audience: Inbox 2.0 agents

Conversation assignment helps ensure that contacts have a consistent experience when they interact with your team. It also lets agents know which conversations are already being handled.

You can assign conversations manually, or an admin can enable auto-assignment, which assigns conversations to the first agent to respond to a contact. When a conversation is assigned, the agent's or team’s name appears above the Reply box in conversation view.

In the New queue, assignments are indicated by “Waiting on Agent Name”. In the Pending queue, assignments are indicated by “Assigned to Agent Name”. In the Resolved queue, assignments are removed.

Assign a conversation

Select the message you want to assign, select the assignment list above the Reply box, and then search for or select a name.

To release an assignment, select Unassigned.

Filter the queue by assignment

You can filter the New and Pending queues by conversation assignment. This gives you visibility into other agents' assignments and helps ensure that messages don't get overlooked. Select Filters at the top, and then choose one of the following options under Assigned to:

  • Unassigned - All unassigned conversations
  • Assigned to me - Conversations assigned to you
  • (Agent name) - Conversations assigned to one or more selected agents


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