Assign and route conversations

Every thread has an assignee (or is unassigned). The assignee sees it in their "Assigned to me" view and gets notifications. Unassigned threads show in the team inbox.

Ways to route

• Manual — click Assign, pick a teammate.
• Round-robin — distribute new threads evenly across a team.
• By source — all Instagram to the social manager, all SMS to sales.
• By tag — VIP tag routes to the named account owner.
• By workflow — any trigger can fire an assignment action.