How to assign a conversation
Overview
Give every message a clear owner and ensure nothing falls through the cracks. You'll typically assign a conversation to the person on your team in charge of replying to that specific inquiry. By assigning all conversations, you can ensure no message goes unreplied. A conversation can only be assigned to one user at a time.
Manually assign conversations
To manually assign a conversation to a teammate, click Assign on the conversation toolbar and a dropdown will appear.
Once a conversation is assigned, it goes into that person's Assigned to me inbox.
Unassign or reassign conversations
To unassign a conversation, or assign it to a different teammate, click the current assignee's name at the top of the conversation. From the dropdown, choose Unassigned, or select a teammate name to reassign the conversation to them.
Auto-assign on first outbound
Each channel can be configured to automatically assign unassigned conversations to a teammate when that teammate sends the first outbound message in the thread.
See here for steps on how to do this.
Auto-assign with rules
You can use rules to set up workflows that automatically assign conversations to teammates. Create your own auto-assign rule, or use our rules library to browse auto-assign rules and implement them for your team. To learn more about rules, see Understanding rules.
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Hello, does it work on my personal email as well as team's emails. Which would mean that I can share parts of my personal email directly with my team (but not all)?
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Moreover, if I archive this email in Gmail, will the person that I assigned this conversation be able to access it?
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Jerome Chouraqui Yes, you can assign emails that live in your individual inbox to your teammate's if you wish. You can also @mention them in the comments to give them access to a single conversation.
If you archive an email in Gmail, but the conversation is assigned to another teammate, then it will not archive in Front.
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Hi! Cori Morris
Is it possible assign a NEW conversation to an agent using rules?
By example for new conversations, assign it once is created.Thanks!
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Alexander Baquiax Yes, you can use rules to auto-assign conversations.
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Cori Morris Thanks
How can do it? I want to assign once a new conversation is created. I want to point this: only the new conversations. I tried but I didn't success. :(
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Alexander Baquiax Here's an example of a rule:
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Cori Morris Thanks so much!
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If I'm working in multiple inboxes, how can I more easily view emails assigned to me for each inbox or folder?
The "assigned to me" filter lumps everything together, & the "open" tab in each inbox shows everyone's open emails instead of just mine. Using search to filter assignee:me from each inbox seems tedious to do multiple times per day.
Can we get a "My Open" tab in each inbox that filters only the open emails assigned to me?
Something like this...
Unassigned | My Open | Open | ALL
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Cori Morris How can I assign all team members to a conversation with only one command? Like @all
In case everyone needs to know about a certain topic. -
When is an Assigned Conversation marked as complete? When it is Archived? Are there notifications upon completion?
