Work with conversations
Use assignment, replies, private notes and conversation status to hand customer work between teammates.
Find the right work
Choose the account and inbox you need. Mine shows your assigned work, Unassigned helps the team pick up work, and All shows conversations within your permissions. Status and other filters can hide older or resolved conversations.
If you cannot see an inbox, ask your administrator to add you as an inbox collaborator. Changing filters cannot grant access.
Assign a conversation
Open the conversation and use its assignee control to choose the responsible agent or team. Use one clear owner for the next customer response. The chosen person also needs access to this inbox; an assigned-only agent sees the conversation after assignment.
Reply or leave a private note
A Reply goes to the customer through the connected channel. Check the channel and recipient before sending, and follow any template or reply-window requirements for that channel.
A Private note is for the team. Switch the composer to the note mode before adding an internal handover or mentioning a teammate. Check the composer mode before submitting.
Finish or hand over
Resolve a conversation when its current work is complete. If further action is needed, leave a concise private note with the context and next step, and assign the conversation to the responsible teammate.
For longer customer work with shared documents and ongoing next actions, see Customer Rooms. For coordinated group work, see Group operations.
Check privacy
Your custom role controls conversation scope and contact details. A hidden phone number does not prevent it appearing if someone types it into a message. Follow your team's handling rules when copying or exporting customer content.