Articles on: Inbox

Assign Chat to Team Members in Inbox

In this article, you’ll learn how to assign chats to specific team members. You can assign chats:

Manually from the Inbox, one by one.
Or set up automatic assignment to distribute new incoming chats across your team.

Let's look at both of these approaches:

You can use this approach to assign a specific conversation to a particular team member.

To get started:

Once you’re on the Inbox page, use the search field in the Conversations section to find the contact whose chat you want to assign.

Once you’ve found the contact, click on it to open its chat window. Then, use the Assign Member dropdown at the top to select the team member you want to assign the chat to.

If the chat is already assigned, you’ll see an Unassigned option in the dropdown. Click on that to remove the current assignment. You can then assign the chat to someone else.

You can also automatically assign incoming chats to team members. To do that, follow these steps:

Once you're in the Inbox view, go to the Conversation section and click the Settings icon at the top.

Then, switch to the Auto-Assign Chat tab to configure the settings for automatic chat assignment.

You can enable the toggle at the top of this tab to automatically assign new chats to team members in a round-robin sequence.
To configure who should receive incoming chats, use the options in the “ASSIGN CHATS TO” section. You can assign these chats to: a) All members (admins, managers, and agents), b) Managers and agents only, or c) Agents only. These role-based options help you control which team members will handle which chats, based on their responsibilities in your account.
Once you’ve selected the appropriate option, click the Save Changes button to apply your settings.

Updated on: 17/07/2025

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