1
Why Assignment Matters
Unassigned conversations are conversations that belong to no one — and conversations that belong to no one get dropped. Assignment creates accountability.
- Unassigned = at risk. In a shared inbox, team members naturally focus on threads they feel responsible for. If a thread has no assigned owner, everyone assumes someone else is handling it.
- Assignment triggers a notification. When a conversation is assigned to a team member, they receive an in-app notification and (depending on their settings) an email or push alert.
- Assigned threads appear in the team member's personal queue. The "My Conversations" tab filters the inbox to show only conversations assigned to the currently logged-in user.
- Assignment is tracked in the activity log. Jtek records when a conversation was assigned, who assigned it, and who it was assigned to. Full accountability, no finger-pointing.
- Re-assignment is easy. If a team member is out or a lead changes hands, simply re-assign the conversation with one click. The history stays intact.
Tip: Make it a team rule: every new conversation gets assigned within the first 5 minutes of arrival. Unassigned conversations should be a 0 goal by end of day.
2
Manually Assigning a Conversation
Assigning a conversation takes two clicks. You can do it from any open conversation without leaving the inbox.
- Open the conversation by clicking the thread in the inbox list.
- Look at the top right of the conversation panel. You'll see an "Assignee" section showing either "Unassigned" or the name of the current assignee.
- Click the Assignee dropdown. A list of all team members with access to the inbox appears.
- Select the team member's name. The conversation is immediately assigned and that person receives a notification.
- The assignment appears in the activity log at the bottom of the conversation thread — timestamped and attributed to the person who made the assignment.
Jtek
Conversations
Mike Johnson
Assignee ▾
Sarah K.
James R.
Tom W.
Unassigned
Still available?
Assigned to Sarah K. — just now
Tip: You can assign conversations to yourself from the "All" inbox view without opening each thread — hover over a thread to see quick-action icons.
3
Assigning During Import or Pipeline Move
You don't have to assign conversations one at a time. When you add a contact or move a deal, set the assigned rep right there.
- During a contact import: On the import mapping screen, there's an "Assign To" field. Select a team member and all imported contacts in that batch will be assigned to them automatically.
- When creating a new opportunity: The "Add Opportunity" form includes an Assigned To field. Set it when you create the deal — the linked contact's conversations are routed to that rep from the start.
- When moving an opportunity between stages: You can optionally reassign when you drag a deal to a new stage — useful if different reps handle different stages (e.g., a closer takes over when a deal moves to "Under Contract").
- All conversations for that contact are linked. When you assign an opportunity, the underlying contact's conversations reflect that assignment in the inbox.
- Bulk assignment: In the Contacts list, select multiple contacts → Actions → Assign To → pick a team member. All selected contacts' conversations are reassigned in one action.
4
Automation-Based Assignment
Set up a workflow rule so that incoming leads are automatically routed to the right team member based on their tag, source, or any other condition — no manual work needed.
- Go to Automations > Workflows and create a new workflow (or edit an existing one).
- Set the trigger — for example, "Contact Created" or "Tag Added."
- Add a filter — for example, Tag = "Home Buyer" or Lead Source = "Facebook." This ensures the workflow only fires for the right contacts.
- Add an "Assign User" action. Choose the team member who should own all contacts matching this trigger. Example: all "Home Buyer" contacts go to Sarah; all "Seller" contacts go to James.
- Activate the workflow. From this point forward, every new lead matching your filter is auto-assigned without anyone touching the inbox. The assigned rep gets notified immediately.
Tip: Combine the "Assign User" action with a "Send SMS" action in the same workflow so the rep gets an internal task notification AND the lead gets an immediate welcome text — all automatically.
5
Viewing Your Assigned Queue
The "My Conversations" tab filters the entire inbox to show only conversations assigned to you — your personal work queue for the day.
- Click "My Conversations" in the inbox tab row at the top of the Conversations page.
- Only threads assigned to you appear. Conversations assigned to other team members are hidden, giving you a focused list of what's yours to handle.
- Unread indicators still work. New messages in your assigned conversations appear with the unread badge, just like the full inbox. Your unread-first habit applies here too.
- Use this as your daily starting point. Open My Conversations first thing, work through unread threads, then check the All tab to see if anything unassigned needs to be claimed.
- My Conversations updates in real time. When a new conversation is assigned to you, it appears here immediately — no refresh needed.
Tip: As a manager, you can view the "All" tab and filter by Assignee to see how many open conversations each team member has — a quick way to spot overload or gaps before they become problems.