Assigning conversations to agents

Assigning conversations ensures the right agent handles each customer request. You can assign conversations manually, or let Deskwoot handle it automatically with auto-assignment rules.

Manual assignment

Open a conversation and click the 'Assigned Agent' dropdown in the conversation details sidebar. Search for and select the agent you want to assign. The agent will receive a notification and the conversation will appear in their assigned view.

Team assignment

You can also assign conversations to a team rather than an individual agent. Click the 'Assigned Team' dropdown and select a team. All members of that team will be able to see and respond to the conversation. Any team member can then self-assign the conversation.

Reassigning

To transfer a conversation to a different agent, simply change the assignment. The new agent will be notified and the previous agent will see the conversation move out of their assigned view. The full conversation history is preserved regardless of reassignment.

Unassigning

To remove an assignment, click the assigned agent dropdown and select 'Unassigned'. The conversation returns to the shared pool where any agent with inbox access can pick it up.