Assigning threads
Each thread can have one owner, the person looking after that customer. Threads you own are in Mine; threads with no owner are in Unassigned.
By default, new leads go to nobody: the whole team sees them under Unassigned, and whoever picks one up looks after the customer. You can change this so leads go to one person or take turns across the team. See Assignment rules.
You need a Full seat to assign threads.
Assign a thread
Section titled “Assign a thread”- Open the thread.
- Click the owner button in the thread’s header (on a phone, open More actions and choose Assign).
- Choose Assign to me, or a person from the list under Assign to.
To take the owner off, choose Unassign.
Only people in the thread’s inbox are offered, and only people on Full seats can own threads.
Assign several threads at once
Section titled “Assign several threads at once”- Tick the threads in the list.
- Click Assign in the bar that appears.
- Choose Assign to me, a person, or Unassign.
What happens when someone leaves
Section titled “What happens when someone leaves”When someone leaves your team, threads they owned become unassigned so someone else can pick them up. Their open tasks and scheduled messages go to whoever the person removing them chooses.