Enable or disable conversation assignment removal

When an agent needs to sign out during a conversation, they risk losing or forgetting that conversation. To help prevent this, you can turn on an option that unassigns the conversations in the New queue when agents sign out:

• In Inbox 2.0, select Admin settings, expand Routing and automation, and then select Remove assignment.

When Remove assignment is selected, the following happens when an agent signs out:

• In the New queue - Agents are automatically removed from all conversations within 2 minutes. Any agent who filters for unassigned conversations can find and continue those conversations.
• In the Pending queue - Agents 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 and another agent can continue the conversation.
• In conversations with boomerangs - If a boomerang moves a conversation from the Pending queue to the New queue while the assigned agent is signed out, the conversation is unassigned.

Audit trails keep a record of changes in assignment. For more information, see About audit trails.