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  2. Manage customer care with Inbox 2.0
  3. Admins - Manage agents, channels, and teams

  Article updated: January 08, 2025

Manage assignments when an agent goes offline

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.

Plans: This feature is restricted to certain plan types. If you don't see this feature, visit the Hootsuite plans page to see if it is included in your plan.

Remove an assignment when an agent signs out

When you turned on Remove assignment and an agent signs out or goes offline, 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.

  1. In Inbox 2.0, select Admin settings.
  2. Expand Routing and automation, select Remove assignment, and then select an option from the list.
Note: When a conversation is assigned to an agent who is already offline, the assignment is not removed. This way you can still assign a conversation to a specific agent who has specialized knowledge. A notification alerts the agent to the new conversation when they sign in.

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.

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