Assign a conversation to an agent or team

Last updated: 1 October 2026 · 6 min read

Steps

1. 1

   From inside the conversation

   Open the conversation. In the right panel, choose the agent in the “Assigned Agent” field and the team in the “Assigned Team” field. To take the conversation yourself, click the “Assign to me” link.

2. 2

   From the list

   In the conversation list, right-click the conversation and choose “Assign agent” or “Assign team”.

3. 3

   Several conversations at once

   Tick the boxes next to the conversations in the list and use the “Assign agent” or “Assign team” button that appears at the top.

4. 4

   Remove the assignment

   Choose “None” in the agent field: the conversation goes back to the “Unassigned” list.

5. 5

   Unassign the agent automatically on resolve

   An administrator can turn on “Unassign the agent when resolved” on Settings › Workspace settings › Conversation Workflow. It is off at first. When it is on, the agent is taken off a conversation a few seconds after it is resolved, and the conversation no longer stays in their “Mine” list. A note in the conversation says the agent was unassigned because the conversation was resolved. When the customer writes again, the conversation goes to an online agent if the channel has automatic assignment on, or to the “Unassigned” list if it does not. Reports and the CSAT answer are still credited to the agent who resolved it.

6. 6

   Lists

   The top of the Conversations page has the “Mine”, “Unassigned” and “All” tabs. An agent only sees conversations in the channels they are a member of. To share conversations out automatically, see “Assign conversations automatically”.