Can two people be assigned to one conversation?

No. A conversation has one owner at a time, so two people cannot answer it at once. Others can still read it, comment internally and be mentioned.

Is assignment automatic?

A person assigns, either taking a thread themselves or handing it to someone else. There is no round-robin distribution.

Can the AI agent own a conversation?

No. Assignment always means a human. The agent's involvement is controlled separately by the per conversation AI switch.

How do I see only my conversations?

Filter the queue by assignee. You can combine that with status and channel filters to get to a short working list.

What happens when someone leaves the team?

Their conversations keep the assignment until someone reassigns them. Filtering by that person gives you the list to hand over.

Does assignment stop the AI replying?

On the WhatsApp path a human assignee suppresses drafting. The dependable control on every channel is the per conversation AI switch.

Can operators assign conversations?

Yes. Assignment, notes, mentions and macros are available to operators. Some settings and integration changes are limited to owners and administrators.

Is there a record of who handled what?

Yes. Assignment, status changes and AI toggles are written to the workspace audit record with the person who did it and when.

Customer conversations

Every thread has an owner.

The message nobody claims is the sale nobody makes.

Assignment is the record of which team member is responsible for a conversation. Without it, a shared queue turns into two people writing the same reply while a third thread goes cold. Assignment makes ownership visible in the queue, makes workload measurable, and gives a team a way to hand work between each other on purpose.

Assign to any member of the workspace, or leave it unassigned
Filter the queue by assignee to see only your own work
Mentions pull a specific person into a thread
Every assignment is written to the audit record

How it works.

01
Open the unassigned queue
Filter to the conversations nobody has taken. That is the working list for whoever is on shift.
02
Claim or delegate
Take the thread yourself or assign it to a teammate. Only members of the workspace can be assigned, and the change is visible to everyone at once.
03
Pull someone in
Mention a colleague in an internal note when you need a second opinion. They are notified in the app and by email with a link straight to the thread.
04
Release it
Set the thread back to unassigned when it is no longer yours, or close it when the customer's question is answered.

One owner, visible to everyone

A conversation is either unassigned or owned by one person. There is no middle state where nobody is quite sure.

Assignment validated against workspace membership
Assignee shown in the list, not only inside the thread
Queue filters by assignee, status and channel together
The AI agent is never an assignee, so ownership always means a person

Handoffs that carry context

Passing a conversation is not just changing a name. The next person inherits the history, the notes and the customer record in the same view.

Internal notes explaining why a thread moved
Mentions that notify by app and email
Escalation macro that tags, assigns and notes in one action
Full message history and contact profile beside the thread

Limit what an operator can see

Ownership can also be a privacy boundary. Member level restrictions narrow an operator's view to their own contacts and can mask personal details.

Restrict an operator to contacts they are responsible for
Mask phone numbers and email addresses per person
Restrict automation and settings access separately
Workspace owners are never restricted

Distribute new conversations automatically

Round-robin distribution across the members on duty, so an incoming conversation lands on a specific person without anyone watching the queue.

Round-robin across a chosen set of members
Balanced by current open load
Reassignment when someone goes off shift

What it does not do.

Assignment is a person's decision. There is no round-robin distribution.
There is no skills based routing, queue priority, or capacity limit per person.
One owner per conversation. There is no shared ownership or watcher list.

Common questions

Can two people be assigned to one conversation?: No. A conversation has one owner at a time, so two people cannot answer it at once. Others can still read it, comment internally and be mentioned.
Is assignment automatic?: A person assigns, either taking a thread themselves or handing it to someone else. There is no round-robin distribution.
Can the AI agent own a conversation?: No. Assignment always means a human. The agent's involvement is controlled separately by the per conversation AI switch.
How do I see only my conversations?: Filter the queue by assignee. You can combine that with status and channel filters to get to a short working list.
What happens when someone leaves the team?: Their conversations keep the assignment until someone reassigns them. Filtering by that person gives you the list to hand over.
Does assignment stop the AI replying?: On the WhatsApp path a human assignee suppresses drafting. The dependable control on every channel is the per conversation AI switch.
Can operators assign conversations?: Yes. Assignment, notes, mentions and macros are available to operators. Some settings and integration changes are limited to owners and administrators.
Is there a record of who handled what?: Yes. Assignment, status changes and AI toggles are written to the workspace audit record with the person who did it and when.

Every question in one place, answered once.