To assign conversations to a user or team, verify that Chat Visibility is configured correctly for the channel in the Channel Configuration page.
Assign a conversation to a user
Open the conversation.
In the details panel, locate the Assigned To section.
Click Unassigned next to Assignee.
Select a user from the list.
To change the assignee, repeat the same steps and select a different user.
Assign a conversation to a team
Open the conversation.
In the details panel, locate the Assigned To section.
Click Unassigned next to Team Inbox.
Select a team from the list.
The conversation will immediately appear in the selected team's inbox.
Remove the user assignment by going to the Assigned to section, clicking the user’s name, and selecting Remove Teammate in the modal.
Remove the team assignment. In the Assigned to section, clicking the team's name, and selecting Remove team.
Users can filter their conversations by clicking the Mine button.
Super Admins and Admins can filter conversations by team and user using the available filters.
Keep in mind:
A conversation can be assigned to a user, a team, both, or neither.
If you assign the conversation to a new team and the currently assigned user is not a member of that team, the user assignment will be removed automatically.