Assigning Conversations in the Inbox

Assigning Conversations

You can assign conversations to yourself or to a teammate, or you can mark them as unassigned. 

There are two ways to change the assignment status of a conversation. 

1. Assign conversations from the inbound conversation panel by clicking on the agent avatar to update it:

2. Assign conversations by clicking into the conversation itself and selecting the agent avatar to update it:
 

Filtering by Assignment Status

Use these filters to view conversations based on their assignment:

• All – Includes all conversations, whether unassigned or assigned to you or a teammate.
• Me – Shows conversations assigned to you. This is where you'll spend most of your time.
• Unassigned – Displays conversations that haven't been assigned yet.
• Teammate – A dropdown filter that lets you view conversations assigned to a specific teammate.

Assigning and Filtering conversations by an Assignment status on the mobile application

If you want to manage your conversations on the go, use Sinch MessageMedia mobile application. It also supports the functionality of conversations assignment and chats filtration by the Assignment status.

From the chat with your contact, click the three-dot icon in the top-right corner.

Select 'Assign conversation' and then choose an option from the suggested list.

Alternatively, you can assign teammates to chats from the mobile Inbox view as shown below.

Left swipe the chat preview on the Mobile Inbox. 

Choose 'Assign conversation' option at the bottom sheet to open the list of your teammates.

To filter your mobile Inbox chats by the assignee, click the top left icon as shown below.

Next, choose the assignee from the list.