Assign Conversations to Agents and Teams

Overview

Use assignments and routing rules to give every customer conversation a clear owner.

Before You Start

• Agents and teams created for the organization.
• Permission to manage conversation assignments or routing rules.

Steps

1. Create the team structure

Open Teams and add the groups responsible for sales, support, or another operational function.

2. Add eligible agents

Assign active agents to the team and confirm their organization access.

3. Configure routing rules

Use Teams and Rules to define how new conversations should enter a team queue.

4. Assign an individual conversation

From Chat, open the conversation and select the agent or team that should own the next response.

5. Confirm the result

Verify that the assignee can access the conversation and that the ownership is visible in the inbox.

Recommended Practices

• Avoid assigning work to inactive or unavailable agents.
• Keep routing criteria simple enough for administrators to audit.
• Review unassigned conversations as part of the daily workflow.

What Happens Next

New and existing conversations can be routed to a clear team queue and handed to a specific agent when necessary.