Assignment & round-robin
Make sure every conversation has a clear owner and no two reps work the same ticket.
Claim or assign
From a conversation, use the Assign menu to take it yourself (Assign to me) or hand it to a teammate. Every change is recorded (who assigned it to whom) so ownership is always clear. Filter the inbox by assignee to see just your work with the Mine tab.
Round-robin
Give an inbox a set of handlers and turn on round-robin (in Settings → Inboxes) to spread new conversations evenly across them automatically.
Auto-assign
Turn on auto-assign to top up each online agent's queue up to a cap as they sign in and as they resolve work — so the queue empties itself without a manager hand-placing tickets. Reps who set themselves I'm away (top bar) stop receiving new work for an hour.
Match by language
If your team speaks multiple languages, set each teammate's spoken languages on their profile and route conversations to someone who speaks the customer's language.
Hand off to your wider team
Need engineering or another team? Hand off to team parks the conversation as Waiting on team and can ping a Slack channel — it comes back to the inbox when there's an update.
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