Route each conversation to the right person from the Conversation Actions panel on the right:
- Assigned Agent — pick a teammate, or click Assign to me.
- Assigned Team — route to a group such as Sales or Support.
Watch the walkthrough
Automation rules can assign conversations for you as well. You can reassign at any time as the conversation evolves.
New conversations are also handed to an agent automatically when the inbox has agents, online or offline. See Automatic conversation assignment to switch this per inbox or change who is eligible.
