Conversation assignment and team collaboration
When more than one person handles customer messages, assignment and internal notes prevent collisions, ensure accountability, and keep handoffs clean.
Assign a conversation
Open the conversation
In the right pane, click "Assigned to" and pick a team member
That person now sees the conversation in their "Mine" filter and gets a notification
Auto-assignment rules
Workflows can auto-assign new conversations based on source, channel, or contact tags
Round-robin: distribute new conversations evenly across a team
Skill-based: route Spanish-speaking customers to your bilingual rep, technical questions to your senior tech, etc.
Set up at: Automation → Workflows → New → Trigger "Conversation Created"
Internal notes (not visible to customer)
In any conversation, click the "Note" tab in the composer (instead of SMS or Email)
Type your note — use @username to mention a teammate (sends them a notification)
Click Save — the note appears in the timeline with a colored background to distinguish it from customer-facing messages
WARNING — Don't paste customer info into Slack/Teams instead
When team members share customer details in external chat tools, they create compliance risk and lose audit trail. Use internal notes inside the conversation instead — they stay attached to the customer record, are searchable, and don't leak PII to third-party tools.
@-mentions and notifications
@username in any internal note pings that user via in-app notification, mobile push, and email
Mentioned conversations show up in their "Mentioned" inbox filter
Use sparingly — over-use desensitizes everyone to mentions
Marking conversations as resolved
Click "Mark as Resolved" in the conversation header when a customer issue is fully closed
Resolved conversations move out of Unread/All; reply or new inbound message reopens them automatically
Useful for keeping the active inbox manageable
