Assignments
Route conversations to the right agent.
Manual assignment
Open a conversation and use the Assignee field in the Conversation Details panel on the right. Click the current assignee (or "Unassigned") to open a searchable member picker. Select a team member to assign; select Unassigned to remove the assignment.
Assignment is also available via right-click on any conversation in the list.
Auto-assignment
Configure routing rules from Settings > Workspace > Assignment:
Default assignee: select a team member to automatically receive all new unassigned conversations. Leave blank to keep conversations unassigned.
Self-assign on reply: when enabled, replying to an unassigned conversation assigns it to you. Two modes: Keep Unassigned; Assign to me.
Unassigned conversations
Conversations with no assignee appear in the All view. Any agent can pick them up.