How do I give a conversation to someone else?
Use the assignee control in the conversation header to hand it to a teammate, take it yourself, or hand it back to the AI.
Every conversation has an owner: your AI assistant, a specific teammate, or nobody. You change that from the assignee control in the conversation's header, it shows the current owner's name, or "AI Assistant" when nothing is assigned to a person.
Assign, unassign, or hand back to the AI
- Open the conversation.
- Click the assignee control in the header, it shows a person icon and a name when assigned to someone, or a bot icon labelled AI Assistant otherwise.
- Choose one:
- AI Assistant hands the conversation back to your AI. It starts answering on its own again.
- Unassigned clears the assignment entirely, with nobody, human or AI, currently set as the owner.
- A teammate's name assigns the conversation to that person. This stops the AI from answering automatically, a human has taken over, see How do I take over from the AI in the middle of a chat? for the difference between assigning yourself and pausing the AI.
Whichever you pick takes effect immediately, and the conversation's owner badge in your inbox list updates to match.
Filtering by assignee
The assignee dropdown above your conversation list lets you narrow the list to Anyone, Me, AI · Unassigned, or a specific teammate, so you can see just your own queue or check what a colleague is working on.
A teammate is greyed out and I cannot assign to them
If a teammate you expect to see is missing or disabled in the list, their account is still syncing with your inbox. This resolves itself shortly, try again in a few minutes.
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More in Your inbox
The other guides people read alongside this one.
- How do I read and reply to a conversation?
Open a conversation from your inbox list, type your reply, and send it. Switch to a note if the message is only for your team.
- How do I snooze, resolve or reopen a conversation?
Resolve when you are done, snooze when you need to come back later, and either way it reopens by itself the moment the customer replies.
- How do I filter my inbox, and save the filters I use most?
Filter by channel, assignee, team or unread, then save the combination as a view you can jump back to in one click.
- How do I label conversations to keep them organized?
Add one or more labels to a conversation from its header, picking from your saved labels or typing a new one.
Did this not cover it?
Start a chat and the assistant will try first. If it cannot help, it hands you to a person.
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