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  Article updated: March 19, 2023

Enable or disable conversation assignment removal

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 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.

Note: When assignment removal is enabled and a conversation is assigned to an agent who is already offline, the assignment is not removed. So you can still assign a conversation to a specific agent, who has specialized knowledge, for example. A notification alerts the agent to the new conversation when they sign in.


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