Assignment
Every conversation has an owner.
Assignment is what turns a shared inbox from a crowd into a team. One person owns a chat, everyone can see who, and the rest of the room leaves it alone.
The problem it solves
The moment more than one person can reply, two things start going wrong: a customer gets two different answers from two colleagues, or everybody assumes somebody else has it and nobody replies at all. Both look equally bad from the outside.
Assign in one click
Pick an owner from the conversation. Their name shows in the list, so the queue reads as "mine, yours, nobody's".
Filter to your own work
Switch the inbox to just what is assigned to you and the noise disappears.
Unassigned is a state you can see
The chats nobody has taken are findable, which is the only way to be sure none are being quietly ignored.
Hand over without a conversation
Reassign at the end of a shift and the next person inherits the thread, the notes and the ticket.
When you would use it
- Shift changes, where the outgoing agent needs to pass live conversations to the incoming one.
- A team where one person handles Arabic and another handles English.
- Escalation — moving a chat from support to the account owner without losing context.
See it running
Six seconds, showing this one thing.
Questions people ask
Can someone reply to a chat assigned to a colleague?
Yes. Assignment shows intent, not a lock — it stops accidents without getting in the way of a genuine need.
Does the customer see who it is assigned to?
No. Assignment, labels, notes and tickets are all internal.