Assign an unassigned conversation to an agent or team so they can reply from My Inbox.

An unassigned conversation is a conversation that has not been assigned to an agent or team. Conversations can become unassigned when all teams or agents are offline or busy.

Reply to unassigned conversations

1. Open the Unassigned section, then select a conversation from the list on the left.

   

2. Click Assign, then select the agent or team that should handle the conversation. The conversation moves to My Inbox and works like any other assigned conversation.

   

3. Reply to the customer from My Inbox.