Help Center / Inbox and communication /
Conversation delegation
Conversations can be assigned to a specific team member, which routes the conversation to their filtered inbox and sends them a notification. Delegation ensures client inquiries reach the right person without manual forwarding or guesswork about who's handling what.
Assigning a conversation
Any conversation in the inbox can be assigned to a team member from the conversation's detail panel. Selecting an assignee triggers a notification to that person, and the conversation appears in their inbox when filtered by "assigned to me". The original conversation stays visible to everyone with access, but the assignment makes ownership clear.
Reassigning conversations
Delegation can be changed at any time. If a client's question needs input from a different team member, the conversation can be reassigned in one step. The new assignee receives a notification, and the conversation moves to their filtered view. Previous assignees retain access to the conversation history, so context isn't lost when responsibility shifts.
Filtering by assignee
The inbox can be filtered to show only conversations assigned to a specific team member. Filtering by assignee is useful for managers reviewing workload distribution and for individual team members focusing on their own queue. Combined with status filters, a view like "open conversations assigned to me" narrows the inbox to exactly what needs a response.
Delegation turns the shared inbox into a distributed work queue, so every conversation has a clear owner and nothing sits unassigned.
