Assign and transfer conversations

Assigning a conversation makes it clear who owns a customer. When you assign someone, that conversation shows up under their Assigned tab so nothing falls through the cracks. This guide shows you how to assign, reassign, and unassign a conversation in Omni Chat.

Assign a conversation to a teammate

1. Open the conversation.
2. Click Assign in the conversation header.
3. In the Assign Conversation window, find the right person — use Search team members… to filter the list.
4. Click their name. The conversation is assigned right away and the window closes.

[Screenshot: the Assign Conversation window with the member search, the Current badge, and Remove Assignment]

Reassign to someone else

Open Assign again at any time. The person who currently owns the conversation is marked with a Current badge. Pick a different teammate to hand it over — the new owner sees it in their queue immediately.

Take a conversation yourself

Want to own a conversation you're already reading? Assign it to yourself from the same window to take it over in one step.

Remove an assignment

To send a conversation back to the shared queue, open Assign and click Remove Assignment at the bottom. It returns to the Unassigned tab for anyone on the team to pick up.

Tip: Use the Assigned, Unassigned, and All tabs at the top of your inbox to see what's yours, what's waiting, and what the whole team is handling.