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.

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, select Settings, and then select Admin settings.
2. Expand Routing and automation, select Remove assignment, and then select an option from the list.

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.