Unassigning Conversations

Overview

Quick Trick: Click into conversation, press 3 dots and select Unassign Conversation.

When a conversation has been assigned to a user, other users within the same organisation can't see the conversation.  This prevents duplication of work.  There may be times when a user wants to unassign a conversation and allow other users to view/respond to the conversation.  Users from the parent organisation that have access to the Conversation screen are also able to unassign users from conversations.  The unassign function gives users the ability to manage the ad-hoc events that the automatic distribution doesn't; an example would be if an additional user logs in after a large amount of conversations have already been assigned to an advisor and you want to redistribute some, but not all of the conversations.

How to unassign the conversation

Step 1

From within the Conversation screen, select the conversation you want to unassign.

Step 2

Click on the ellipses at the top of the screen.

On the classic Web App, click on the vertical ellipses next to the date and status and you will see the expanded menu options.

 

Step 3

Click Unassign conversation.  Your conversation is now unassigned and will be visible to other users.

• Related Articles

• Conversations Screen

  Overview Thanks to the conversations screen, you and your team can easily keep track, organise and interact with the conversations that are taking place with your contacts. From here you can: Monitor all your conversations and take action when ...

• Smart Phrases Settings

  Overview When the conversation is handled manually, the Smart Phrases feature gives you the ability to quickly recall pre-set phrases by simply typing a few keywords into the conversation widget. It is then possible to quickly edit the Smart Phrases ...

• Queue settings and behaviour

  Overview Decide how you want your Queue to assign conversations when they enter a queue or what do with conversation when an user logs in or logs out. Also set a value in the Max Open Conversations to limit the conversations that can be assigned to a ...

• Move the conversation to another queue

  Overview To access the Conversation Settings, click the three dots at the top of the Conversation screen. From here you can: Move the conversation to another queue. Set a status against the conversation. Add customer's phone numbers or other channel ...

• How to set a conversation's Status

  Overview When you set the status of a conversation, it will be marked on the conversation. In addition, from the Insights screen, you can check how many conversations are open per status. Insights (webio.com). To set manually a status for a ...