Chat Assignments

Chat Assignments Overview Chat assignments let you decide which person on your team owns a given conversation. When a chat is assigned to someone, it's clear who is responsible for replying, who customers should hear back from, and who to follow up with internally if something falls through the cracks. Use assignments to: Establish ownership so no chat is left waiting because everyone assumed someone else would handle it. Create accountability by making it visible who picked up which conversation. Split the inbox between team members instead of having everyone monitor the same shared queue. Hand off conversations cleanly when a teammate goes on break, on holiday, or shifts focus. Assignments are visible in two places: a small initial badge on each chat row in the inbox list, and an "Assigned to {name}" line in the chat header when a conversation is open. By default an assignment says who owns a chat; it doesn't hide anything from anyone else. If you'd rather a particular team member saw only their own conversations, that's a setting on their team seat — see Limiting a Member to Their Own Chats . Where is the inbox? Everything on this page happens in Chats , under the Engage group in the sidebar. (On a phone, tap the menu icon ☰ first, then tap Chats .) Assigning a Single Chat to a Teammate Open the conversation you want to assign in Chats. Click the three-dot menu (⋯) in the top-right of the conversation header. Select Assign to teammate… . The assignee picker opens with a li