Thread assignment (Beta)

With the thread assignment feature, you can designate a specific team member to handle a chat, SMS or email conversation with a client. This keeps communication organized and ensures no client message is overlooked.

Thread assignment, explained

Thread assignment helps your team manage client communications by designating who’s responsible for each conversation.

• Assign thread ownership to keep conversations organized. Assign any chat, SMS, or email thread to yourself or a team member to clarify who’s handling the conversation.
• Find your assignments quickly. All your assigned threads appear under Communications > Threads assigned to me. The assignee’s avatar displays in both the thread header and list for easy identification.
• Update assignments as needed. Reassign threads to another team member or remove the assignment at any time.

Assign a thread

You can assign threads from three locations:

• From the thread list
• From the Inbox+ notifications

From the thread list

You can assign threads from the Communications section or from a Communication tab of client account:

1. Select Chats, SMS, or Email section.

2. Click on the thread you want to assign.

3. In the thread header, click the assignee field.

4. Select a team member from the list. Active team members with access to the client account appear first. To find a specific team member, use the search field.

From Inbox+ notifications

When a new message arrives, you can assign the thread directly from your Inbox+ notification:

1. Click Inbox+ at the top right of your screen.

2. Find the notification for the new message.

3. Click the assignee field.

4. Select a team member from the list. Active team members with access to the client account appear first. To find a specific team member, use the search field.

View threads and assignees

You can easily handle your assignments from the Communications section. Here, all conversations are organized into two subsections for easier navigation:

a) Threads assigned to me: Shows only threads assigned to you.

b) Followed accounts: Shows all threads from client accounts you have access to.

In the thread list (both in Communications section and within a client account), assigned threads display the assignee’s avatar on the left side of the thread preview. In the thread header, the assignee’s name and avatar appear at the top. If no one is assigned, the header shows Unassigned.

Filter threads by assignee or assignment status

To filter threads by assignment status:

1. Click Filter at the top-right.

2. Set up filters. You can filter chat and SMS threads by assignment status or by specific team members. Email threads can be filtered only by assignee.

3. Click Apply.

Learn more about filters in the dedicated article .

Change assignee or unassign a thread

You can reassign or unassign threads at any time, for example, if the responsible team member is on vacation or out of the office. To do this:

1. Open the thread you want to reassign.

2. Click the assignee field in the thread header.

3. Select a new team member from the list or click Unassign at the bottom of the list.

How do I know I was assigned to the thread?

When a team member assigns a thread to you, you receive an Inbox+ notification .