Assign conversations in the shared inbox

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Manage your team's conversation assignments within the shared inbox.

Before you begin:

You must be set up as a user and be assigned the manager role.
You must have assignment mode enabled in your shared inbox settings.

Managers have the ability to manage conversations assignments within the shared inbox. While team members have the ability to assign conversations to themselves, managers can unassign or reassign conversations to other team members or themselves.

Note: This feature may not be available with your plan. Please contact your sales rep for more information on the GoTo Customer Engagement plans, included features, and pricing.

Attention: Contact Center supervisors will manage their agent's chat assignments in the supervisor dashboard.

Desktop & web app

Sign in to our GoTo desktop or web app.
From the left navigation menu, select Inbox.
Select Conversations.
In the upper right corner, select Assign. Depending on which assignment status the conversation is currently in, you will see one of these options:
- Assign
- Assigned to [team member name]
- Assigned to me
Select what you would like to do:
- Set as unassigned — This action will set the conversation as unassigned and will appear in the Unassigned conversations section for team members to pick up.
- Assign to team member — This action will allow you to assign the conversation to another team member.
- Assign to me — This action will allow you to assign a conversation to yourself.
Note: Team members who are assigned or unassigned a conversation will see a notification in their GoTo account notifying them of the change.

Mobile app

Sign in to the GoTo mobile app.
Select Inbox from the bottom navigation.
Select the desired message.
Select
Select Assign to... to assign the message to an individual or yourself.
Optional: You can also select Set to unassigned. This action will set the conversation as unassigned and will appear in the Unassigned conversations section for team members to pick up.

Article last updated: 26 November, 2024

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