Assign conversations to the right person, or triage a batch of them at once instead of clicking through one by one.
Assigning a single conversation
- Right-click a conversation in the list (or open it and use the ⋯ menu).
- Choose Assign agent.
- Pick an agent from the list, or
Unassignedto clear the assignment.
Selecting multiple conversations
- Hover a row in the list. The channel icon swaps for a checkbox.
- Click the checkbox to select it, repeat for more rows.
- Once at least one is selected, the list header switches to a selection toolbar.
- Select all : selects every conversation currently loaded in the list.
- Select all in view : selects every conversation in this view, even ones not loaded yet, this can take a moment.
- Deselect all : clears the selection.
Bulk actions
With conversations selected, open the actions menu for:
- Set resolved : marks the selected conversations as resolved.
- Set snoozed : moves them out of Open until the customer replies.
- Set spam : marks them as junk.
- Mark as unread : flags them for follow-up.
- Set label : apply a label to all selected.
- Assign agent : assign to one agent, or
Unassignedto bulk-unassign.
Each action applies immediately (there's no confirmation step), and a banner confirms how many conversations were updated.