Share the work with your team and stay alerted

When more than one person works in your account, assigning work shows who is following each conversation and ticket, and email alerts make sure your team does not miss a new request without having to watch the portal all day.

Assign a conversation to a teammate

1. Open the conversation from Conversations.

2. Click Details (the arrow button in the conversation header).

3. In the Handling card, click Change.

4. Pick your teammate under Assign to team member.

The AI stops replying on a conversation assigned to a teammate, and the teammate gets an email telling them the customer’s conversation was assigned to them. To give the conversation back to your agent, pick your agent under Assign to AI. To take it yourself, click Take over. See Reply to a customer and hand the conversation back to the AI.

To see the conversations assigned to a specific person, use the Assignee filter on the Conversations page.

Assign a ticket to a teammate

Open the ticket from the Pipeline page and pick your teammate from the Assignee list in the details panel. When a teammate moves an unassigned ticket to another stage on the board, it is assigned to them automatically. Use the Assignee filter to see each person’s tickets. See Work tickets on the board and table.

Note

Assigning a ticket does not email the teammate at the moment. Let them know yourself when you assign them something urgent.

The alerts your team receives

All team alerts are sent by email today:

When	To	Where you set it
A conversation is assigned to a member	The assigned member	Sent automatically.
A new ticket	The Support team email address	Support tickets skill settings in Settings > Skills.
A new or cancelled booking	The Staff notification email address	The booking skill’s settings in Settings > Skills.
Other events you choose	The address you enter	Settings > Notifications with Add custom automation.

Tip

In skill settings, use a shared inbox that more than one person on your team checks, such as your customer service email, rather than one person’s address that might be away.

Related

• Ticket notifications for your customers and team
• Manage automated messages for your customers and team