Skip to content
AurionAI

Claim or assign a conversation

5 min readBy Emmanuel Yazbeck

Who sees this: Inbox — profiles Helpdesk and AI Voice + Helpdesk. Roles: Agent, Supervisor, Admin and Owner can assign a conversation to themselves. Only Supervisor, Admin and Owner can assign it to someone else or to a team, or remove the assignee. Read-only users cannot assign.

The assignee is the person who owns a conversation and answers it. A conversation can also belong to a team. This article shows how to take a conversation for yourself, how to give it to a colleague, and how to add colleagues who help or follow it.

Prerequisites

  • Your organization uses the Helpdesk or AI Voice + Helpdesk profile.
  • To claim a conversation, your base role is Agent, Supervisor, Admin or Owner.
  • To assign a conversation to someone else, or to remove the assignee, your base role is Supervisor, Admin or Owner. An additional role cannot give you this. Read What your role allows in the inbox.
  • You opened the inbox from the sidebar, not from a link that ends in shared=1.

Steps

Claim a conversation

  1. Open the conversation you want to own.
  2. In the bar at the top of the conversation, select Assign to me.

You can also claim a conversation from the list without opening it:

  • Point at its row and select Assign to me in the small buttons at the right end of the row.
  • Or highlight the row with the arrow keys and press A. Read Keyboard shortcuts.

When you send a reply or write an internal note in a conversation that is still being worked on (for example open, pending or snoozed), AurionAI also assigns the conversation to you. A resolved or closed conversation keeps its assignee.

Assign a conversation to someone else

  1. Open the conversation.
  2. Find the Assign conversation panel. On a wide screen, it is in the column at the right of the conversation. On a smaller screen, scroll down below the conversation.
  3. In Assignee, select Select assignee and choose a person. Type a few letters of the name to search. The list shows only people who can receive conversations.
  4. Optional: in Team, choose a team.
  5. Select Assign.

The Assign conversation panel with the Assignee, Team and Required skills fields

To let AurionAI choose the person, choose only a team and leave Assignee empty. If the conversation already has an assignee, the field shows that name: select the small x in the field to empty it first. AurionAI then picks an available member of the team. To pick only members with certain skills, add them in Required skills. Some teams are marked Manual: for these teams, you must choose the person yourself.

Supervisor, Admin and Owner can also assign from the list: select the name in the Assigned to column of a row, then choose a person or a team. The same roles can remove the assignee: select the small x next to the name in the Assigned to column. The Assign conversation panel has no action to remove the assignee. To assign many conversations at once, read Work on many conversations at once.

Result

  • After a claim, the message Assigned to you appears and the conversation shows you as the assignee. It now appears in the quick tab Mine.
  • After an assignment, the panel and the Assigned to column show the new assignee or team.

Add collaborators and watchers

Collaborators are colleagues who help with a conversation. Watchers follow it: they get the notification New reply on watched conversation when someone adds a reply or a note in the inbox. All roles except Read-only can add them.

Requires: a base role other than Read-only, or the Manage conversations permission from an additional role.

  1. Open the conversation.
  2. In the properties column, open the section Collaborators.
  3. In User, select Select a user… and choose a colleague.
  4. In Role, choose collaborator or watcher.
  5. Select Add collaborator.

The colleague appears in the list with their role. To take a colleague off the list, select the red x next to their name. Adding a collaborator or a watcher does not change the assignee.

If something goes wrong

  • Assign to me is missing. Your role cannot claim conversations, or you opened the conversation from a link that ends in shared=1. Open Inbox from the sidebar. Read What your role allows in the inbox.
  • The Assign conversation panel is missing. Only Supervisor, Admin and Owner see it. Ask one of them to assign the conversation.
  • Assign stays grey and the panel shows This team uses manual routing — pick an agent before assigning. Choose a person in Assignee, then select Assign.
  • An error message appears under Assign. The message gives the reason. For example, the person cannot receive conversations, or no team member has the required skills. Choose another person, or remove skills.
  • Someone else claimed the conversation at the same time. Reload the page to see the current assignee before you act. A claim replaces the previous assignee, so talk with your colleague first.
  • A person you expect is not in the list. The list shows only active people whose role can receive conversations. Ask your administrator. Read Invite and manage users.

Still stuck? Submit a request or .