Skip to main content

Assign Conversations

Supervisors and admins can assign open conversations to agents. Agents can Take It from the Queued inbox.

Assign to Agent (header)​

  1. Open a conversation.
  2. Click Assign to Agent in the header.
  3. In Assign to Agent, search Search agents by name, email, role, or skills...
  4. Pick an agent — status shows Online or Offline.
  5. Confirm assignment.

Empty states: No agents available · No agents match your search

Take It (queue)​

From Inbox → Queued, click Take It on an unassigned row to assign the conversation to yourself.

Pre-assigned queue rows may show DeQueue instead.

Agent availability​

Assigned agents should be Online (sidebar status or Account Settings → Status) and under their Max Conversations limit set in User Management.

If nobody is online, conversations may stay Queued — see Conversation Stuck in Queued.