How to assign conversations to team members

    CategoryConversations
    Article typeDocumentation
    Estimated reading time 3 min read
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    To assign a conversation, open the thread, look for the assignment dropdown, and select the appropriate team member from the list. This helps organize the inbox and ensures accountability.

    Who this article is for

    Managers, team leads, and agents working collaboratively within the GEVADE CRM Conversations inbox.

    Overview

    In a team environment, it's crucial to know who is responsible for responding to a customer. Assigning conversations ensures that inquiries are routed to the right person (e.g., routing a billing question to the finance team) and prevents multiple agents from replying to the same message.

    Step 1: 1. Open the Conversation

    Select the conversation you want to assign from the inbox list.

    Step 2: 2. Locate the Assignment Option

    Look for the 'Assign to' dropdown menu. This is typically found at the top header of the middle conversation panel or within the contact details in the right-hand panel.

    Step 3: 3. Select the Team Member

    Click the dropdown and select the name of the team member who should handle this conversation.

    Step 4: 4. Confirm Assignment

    The conversation is now assigned. The assigned team member can use the 'Assigned to me' filter to easily find their tasks.

    Configuration note

    You can also automate conversation assignment using Workflow Automation based on specific triggers (e.g., assigning all leads from a specific form to a specific sales rep), if this feature is enabled. Only active team members added to your GEVADE CRM account will appear in the assignment dropdown.

    Important clarification

    If an agent goes on leave, their assigned conversations might sit unanswered unless re-assigned to someone else.

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