Assign a message

Assign messages to a specific agent or team to provide customers with consistent experiences, route them to experts, and let others know conversations that other agents are handling.

Assign or take 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 conversation, go to Nest (or go to Inbox if you're still using the Classic experience), select the conversation or message, select the assignment list, and then search for or select a name. To take a conversation from another agent, assign it to yourself. To remove an assignment, select Unassigned.

You can see assignments in the New and Pending queues. Inbox removes assignments 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.

Assign messages from Streams

You can assign messages (public content only) and X mentions to agents or teams from Streams.

If you aren't seeing up-to-date conversations in Streams, Refresh the stream.

Filter the queue by assignment

Select Filters to see assignments in the New and Pending queues and help ensure you don't overlook messages. Select Filters at the top, and then choose one of the following options under Assigned to:

• Unassigned - Conversations that are not assigned to an agent. If an assignment is assigned to a team, it will still appear in this list.
• Assigned to me - Conversations assigned to you.
• (Agent name) - Conversations assigned to one or more selected agents.