Assign and resolve conversations
Give every incoming conversation one clear owner and a clean close.
Assign each conversation to a team member so everyone knows who's handling it, and resolve it when the issue is settled. This keeps your shared inbox organized and gives you clear metrics on how your team is performing.
You'll see workload counts next to each name, making it easy to balance the queue fairly.
Open the unassigned conversation at the top of the inbox.
Unassigned conversations sit at the top of your shared inbox until someone claims them.
Pick an Assignee — the open counts beside each name help you balance the queue.
The workload count helps you route conversations to whoever has the lightest load right now.
Click Assign conversation — Sofia is notified and it moves to her queue.
Once assigned, the conversation moves to the assignee's queue and they're notified immediately.
Replies stay in one thread for the whole team — resolving closes it and updates your metrics.
Resolving a conversation closes the thread for the whole team and updates your team metrics — only do this when the issue is truly settled.
What's next
With conversations flowing smoothly through your team, set up automation rules to assign common message types automatically and save your team time on routine routing.