How to assign a conversation

Take Control and Organize Your Messaging with Channel Assignment

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.

Assigning a SMS Channel

1. Select a conversation 
2. In the header, click unassigned or assigned to under the phone number or contact name 

3. Select the user you would like to assign the conversation to 
4. A message will display showing who assigned it to whom

5. In the left column, the assigned users display name is shown under the last message 

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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.

Filter by:

• All messages
• Assigned to me
• Unassigned