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  Article updated: September 15, 2023

Assign a message

Audience: Inbox 2.0 agents

Assign messages to a specific agent or team to provide customers with consistent experiences, route them to experts, and let others know which conversations are already being handled.

Assign a conversation

You can assign conversations, or your admin can turn on auto-assignment, which assigns conversations to the first agent to respond to a contact. To assign a message, select the message, select the assignment list, and then search for or select a name. To remove an assignment, select Unassigned.

Assignments are shown in the New and Pending queues. They are removed when a conversation is resolved. In the New queue, assigned conversations show “Waiting on Agent Name”. In the Pending queue, they show “Assigned to Agent Name”.

Filter the queue by assignment

Select Filters to see assignments in the New and Pending queues, and help ensure 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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