Assign and claim conversations
Route chats to the right person and keep ownership clear.
Open an unassigned chat and select Claim to own it, or pick a teammate from the assignee dropdown in the chat header to route it to them. One owner per conversation keeps replies from colliding.
Every conversation has at most one owner, so customers never get two competing replies.
Claiming
Opening an unassigned conversation shows a Claim action. Claiming makes you the owner and moves the chat from Inquiring to Ongoing.
Assigning to someone else
- 1Open the conversation.
- 2Select the assignee dropdown in the chat header. It lists your team with live presence dots.
- 3Pick a teammate. They are notified, and the conversation appears under their name in filters.
Working as a team
- Filter the list by assignee to see your own queue, or a teammate’s while they are away.
- Reassign at any point; the history stays in one thread.
- Unassigned conversations wait in Inquiring, so a quick glance shows what still needs an owner.
Common questions
Can I take a conversation back?
Yes. Reassign it to yourself from the assignee dropdown at any time. The thread and history stay intact.
What happens when the owner goes offline?
The conversation stays theirs. If it needs a reply now, anyone can reassign it; filtering by assignee makes it easy to cover a teammate’s queue.
Do customers see who is assigned?
No. Assignment is internal. Customers just see your business replying.
Still stuck?
Raise a ticket or chat on WhatsApp. We typically reply within 24 hours.