Conversation Assignment

Assign inbox conversations to specific team members so the right person follows up — keep track of who is handling which customer and filter the inbox to see only your assigned threads.

Where to find it — Web: Sidebar → Engage → Inbox → open a conversation → assignment dropdown in the conversation header.

---

Overview

Conversation assignment lets you:

• Assign any inbox conversation to a specific team member
• Reassign conversations to a different team member or unassign them
• Filter the inbox to show only conversations assigned to you ("Mine" filter)
• Filter for unassigned conversations that need someone to pick them up

---

Assigning a conversation

On web

1. Go to Engage → Inbox in the sidebar.
2. Open a conversation from the list.
3. In the conversation header, click the assignment dropdown (shows "Unassigned" by default, with a dashed border).
4. Select a staff member from the list.
5. The conversation is now assigned to that team member.

The dropdown lists all active staff members for the venue. The assignment takes effect immediately — no save button is needed.

On mobile

1. Go to the Messages tab.
2. Open a conversation.
3. The assignment dropdown appears in the conversation detail header.
4. Tap to select a staff member.

---

Reassigning a conversation

1. Open the assigned conversation.
2. Click the assignment dropdown (it shows the currently assigned staff member's name).
3. Select a different staff member.

The previous assignee is replaced — each conversation has one assignee at a time.

---

Unassigning a conversation

1. Open the assigned conversation.
2. Click the assignment dropdown.
3. Select "Unassigned" from the top of the list.

The conversation returns to the unassigned pool and is visible to everyone under the "All" filter.

---

Filtering by assignment

On web, the inbox provides three assignment filters at the top of the conversation list:

Filter	What it shows
All	Every conversation regardless of assignment
Mine	Only conversations assigned to you
Unassigned	Only conversations with no staff assigned

Use "Mine" to focus on your workload. Use "Unassigned" to find conversations that need someone to pick them up.

Assignment filters are not currently available on mobile — the mobile inbox shows all conversations. To view only your assignments on mobile, check the assignment indicator on individual conversations.

---

How assignment works

• One assignee per conversation: Each conversation can be assigned to one staff member at a time. Assigning to a new person replaces the previous assignee.
• Assignment is global: All team members see who a conversation is assigned to. Assignment is not private.
• Assignment does not restrict access: Any Owner or Manager can still view and reply to an assigned conversation — assignment is for organisation, not access control.
• AI handling continues: Assigning a conversation does not pause or stop AI handling. To take over from the AI, send a manual reply.
• Assignment persists: The assignment remains until explicitly changed or the conversation is resolved.

---

AI summary headline

When you use the "Summarise" feature on a conversation, an 80-character headline from the AI summary is saved alongside the assignment. This headline appears as a preview in the conversation list, helping assignees quickly understand what the conversation is about without opening it.

---

Role access

Action	Owner	Manager	Stylist
View assignments on conversations	Yes	Yes	No
Assign conversations to staff	Yes	Yes	No
Reassign or unassign conversations	Yes	Yes	No
Filter by "Mine" or "Unassigned"	Yes	Yes	No

---

Troubleshooting

Issue	Solution
Cannot see the assignment dropdown	The assignment dropdown appears in the conversation header when you open a conversation. It requires Owner or Manager role. Stylists do not have access to the inbox.
Staff member not appearing in the dropdown	The dropdown lists active staff members for the venue. If a team member is missing, check that they have been added to the venue under Team in the sidebar and have an active account.
"Mine" filter shows no conversations	No conversations have been assigned to you yet. Ask a team member to assign conversations to you, or assign them to yourself from the conversation detail view.
Assigned conversation still showing AI responses	Assigning a conversation does not pause AI handling. To take over from the AI, open the conversation and send a manual reply — this pauses AI handling for that thread.

---

Related Articles

• Using the Inbox
• Replying to Messages
• Engage

---

Last updated: March 2026