Assigning a SMS channel clarifies who is handling an ongoing conversation. The customer can continue to talk to the same individual without interruption. You can assign a SMS channel to any member, including yourself. Any member can reassign the channel as needed as the conversation changes and requires a different member. There is a notification each time the channel is assigned showing the assignment information.
You can filter channels by their assignment on the top of the SMS channel list. Each member can view their assigned channels or check for new unassigned channels.