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  Article updated: June 29, 2022

Assign a conversation in Hootdesk

Audience: Hootdesk 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, assignment is indicated by “Waiting on Agent Name”. In the Pending queue, assignment is 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 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 Filter at the top of the queue and point to Assigned to, and then choose one of the following options:

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

 

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