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CONVERSATION ASSIGNMENT
Give every conversation a clear next owner.
Assign a person or team, involve colleagues when needed, and organise automatic distribution around your service process.
Customer request
“Can you check my delivery window?”
Ready for assignment
Team
Customer service
Assigned to
M
Maha
The next step has a name.
01
Pick the person. Or start with the team.
Make a deliberate handover from the conversation itself. Select the user or group responsible for the next step, and keep the customer’s request in view.
Use Mine to focus on your assigned conversations, and Unassigned to find work still waiting for an owner.
02
One conversation. The colleagues it needs.
Some requests need more than one person. The documented multi-assignment tools let you manually involve several users, with visibility, reply access, notifications and clear participant details.
Agree on who sends the next reply. Multi-assignment is not a promise of automatic collision prevention.
Delivery request
M
F
M
Maha
Customer service
Reply access
F
Fahad
Operations
Reply access
03
A clear turn for the next conversation.
Round Robin is part of the rule-based auto-assignment scope. Configure distribution at the account level, with agent-load tracking and updates supporting the assignment process.
Define the users who receive new conversations and organise distribution around their responsibilities.
04
Access first. Assignment second.
Assign users and teams to the channels they manage, with clear roles and access permissions.
Use assignment to give each conversation a responsible owner and a clear next action.
Explore teams and permissionsChannel | Customer service | Operations |
|---|---|---|
Assigned | — | |
Assigned | Assigned | |
Live chat | Assigned | — |
Channel access and conversation assignment are configured separately.
05
Make assignment part of the process.
Link an incoming event to a condition, then an assignment or notification action. Workflow tools connect ownership with follow-up, rather than treating distribution as an isolated click.
Use the supported actions in your enabled workflow version, test the route and inspect its execution result before relying on it.
Explore automation and workflows1
Receive request
An enabled conversation event
2
Check condition
The configured channel or label
3
Assign team
The agreed handling destination
4
Notify
The next person knows where to begin
Workflow triggers, conditions and actions follow the enabled services.
06
Plan ownership around working hours.
Connect incoming requests to the responsible team’s working schedule.
Organise voice routing with queues, schedules and a clear fallback destination.
Explore routing and automationStart of day
End of day
Morning team
Evening team
Who is working when the request arrives?
Start with a configured shift schedule.
07
Define who takes the next step.
Connect assignment with customer context, private notes and service follow-up.
01
AI handoff
Bring the conversation back to a person when the configured scenario needs human judgement.
02
SLA escalation
Use the enabled SLA policy to trigger an assignment or notification when its conditions are met.
03
Internal notes
Record the detail the next teammate needs. A mention draws attention; assignment defines responsibility.
08
Review the distribution. Improve the follow-up.
Keep operational review connected to the inbox and the relevant reporting tools. A distribution method alone does not explain service performance.
01
Find waiting work
Review Unassigned conversations before deciding the next owner.
02
Review distribution
Check the configured rules and users; interpret workload in its service context.
03
Use the relevant records
Channel assignment changes, workflow execution and SLA events belong to their respective records.
Use conversation reports to review workload, follow-up and team performance together.
Explore reporting and analytics09
Before you configure the next handover.
Answers that keep access, ownership and distribution clear.
Can I assign a conversation to a user or team?
+
The inbox supports user and group assignment. Available destinations and access follow your account configuration and permissions.
Can several users handle the same conversation?
+
Use assignment and private notes to coordinate colleagues around the same request.
How does Round Robin distribute conversations?
+
Round Robin distributes incoming conversations through configured assignment rules.
Is channel access the same as conversation ownership?
+
No. Channel assignment controls which users or teams work with a channel. Conversation assignment determines who handles a particular request. Review both with role permissions.
Can shifts and SLA rules affect assignment?
+
Yes, within their enabled advanced modules. Shift routing uses work schedules; SLA escalation can trigger assignment or notifications according to the configured policy.
Are these settings identical across messages and calls?
+
No. Connected messaging channels, workflow actions and voice queues have different supported settings. Confirm the distribution method for each channel before activation.
Does a mention automatically assign the conversation?
+
A mention asks for attention. Set or change responsibility through the assignment tools or the configured workflow action.
Give your team a clear place to take over.
Bring customer conversations, team responsibility and follow-up into UCaaS. Choose the plan that fits your business and start building a connected way of working.