Contact assignment

Assign contacts to specific agents so they have clear ownership and responsibility.

How assignment works

When a contact is assigned to an agent:

• The agent sees the contact in their "Mine" filter
• New messages from that contact notify the assigned agent
• The agent is responsible for follow-ups

Assigning a contact

1. Open the contact (or conversation)
2. Click the "Assign" dropdown
3. Select an agent from the list
4. The assignment takes effect immediately

Auto-assignment

Contacts can be auto-assigned based on team settings:

• Round Robin — Distributes evenly
• Load Balanced — Assigns to least-busy agent
• See Teams and assignment

Unassigning

1. Open the contact
2. Click the assignee name
3. Select "Unassign"
4. Contact returns to the general queue

Bulk assignment

1. Select multiple contacts (checkboxes)
2. Click "Assign" in the toolbar
3. Choose an agent
4. All selected contacts are assigned

Tips

1. Assign promptly — Unassigned contacts may be missed
2. Balance workload — Don't overload one agent
3. Reassign when needed — If an agent is unavailable, reassign their contacts
4. Use teams — Auto-assignment prevents contacts from sitting unassigned