Assign and close a conversation

Give a conversation to a teammate, and close it when it's done so your Open list only shows work that still needs a reply.

Before you start

• Invite the teammate to your account first. If you haven't, the assign window shows You have no team members.
• Check you're in the right workspace.

Open the feature

Choose Engage in the left sidebar. Each conversation card in the inbox has Labels, Assign and Mark as close icons.

Steps

1. Find the conversation in the Open tab.
2. Click the Assign icon (the person icon) on the conversation card. The Assign to window opens.
3. Under Select Team Member, choose a teammate.
4. Optionally, type a note under Leave a message (optional). Only you and your team can see it.
5. Click Assign. The card now shows who the conversation is assigned to.
6. When the work is done, click the Mark as close icon (the tick) on the card. The conversation moves to Closed.
7. To reopen it, go to Closed and click Mark as open.
8. To remove an assignment, click Unassign on the card, then click Unassign again to confirm.

Apply inbox actions to several items

Select the intended inbox items using their checkboxes. Use the bulk Labels control to apply labels, or Mark as close / Mark as open to change their status. Check the selected items and active filters before applying the action. Closing or labeling an item does not send a reply.

Expected result

The card shows "You assigned this item to" and the teammate's name. Closed conversations appear in Closed and no longer in Open. Closing a conversation doesn't send anything to the customer.

Example

A customer asks a technical question in an Instagram comment. In Open, click Assign on the card, choose your support specialist under Select Team Member, type "Can you answer this one?" and click Assign. Once the specialist has replied, they click Mark as close and the conversation moves to Closed.

Limits and permissions

• A conversation can be assigned to one teammate at a time.
• To assign several conversations at once, hover over each conversation's profile picture and tick its checkbox, then click Assign at the top of the list.
• The Assign tab shows every assigned conversation, open or closed.

Troubleshooting

• A conversation disappeared after you closed it: open the Closed or All tab.
• You can't find conversations assigned to someone: click the filter icon, choose the person under Assigned and click Done.
• A teammate is missing from the list: check they've been invited to your account. See Invite a teammate.