Article updated: September 26, 2023
Manage assignments when an agent goes offline
Audience: Inbox 2.0 admins
When an agent needs to sign out during a conversation, they risk losing or forgetting that conversation. To help prevent this, you can choose to unassign their conversations when they sign out.
Remove an assignment when an agent signs out
When you turned on Remove assignment and an agent signs out, the agent will be automatically removed from all new conversations within 2 minutes. They keep their assigned conversations. However, if an incoming message causes a conversation to move to the New queue while they’re signed out, the conversation is automatically unassigned so another agent can pick it up and continue it.
- In Inbox 2.0
, select Admin settings.
- Expand Routing and automation, and then select Remove assignment.
Enterprise members with Advanced Inbox - If an assigned agent signs out when a boomerang moves a conversation from Pending to New, the conversation is unassigned.
Audit trails keep a record of changes in assignment. Learn more about tracking conversation actions.
Learn more
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