Assign an owner and teams

Hand a conversation to one accountable person, pull in the teams that share the work and add followers, so no conversation sits there unowned.

An unassigned conversation is one everybody assumes somebody else is handling. This page hands it to a person, and invites whoever else needs to know.

Goal

The conversation has exactly one accountable owner, carries the teams that share the work, and notifies the people who care about it.

Before you begin

Write permission on conversations: the administrator role, or role_conversations at admin level — see Roles and per-feature permissions.
Colleagues who already have accounts in the workspace; if not, start with Invite a colleague into the workspace.
Teams created by an administrator. A conversation can only pick from the teams that exist.

Steps

Open a conversation from the queue. The bar above the timeline carries the customer name, the assignee control and the followers' avatars.

Click the assignee control — it reads Unassigned while nobody owns the conversation — and pick a colleague. The change is written immediately; there is no save button.

Open the Contact Info panel along the right edge. Its Conversation block holds an Assignee row and a Teams row.

The contact panel beside the timeline, with the Conversation block open showing the Status, Channel, Assignee and Teams rows — Assignee and teams both live in the Conversation block.

Press the edit button next to Teams, pick one or more teams and press Save. A conversation holds several teams at once, so the team that opened it stays on it when a second team is pulled in.

Add followers from the avatar cluster in the header: click it, then Add followers. A follower receives the conversation's notifications without being accountable for it.

Sending a message in a conversation makes you a follower of it. There is no need to add yourself to that list by hand.

An owner and a team answer different questions

The assignee answers "who is holding this". The teams answer "which parts of the company have a stake in it". Changing one leaves the other alone, and neither of them decides who is allowed to read the conversation.

Verify

The header shows the chosen name in place of Unassigned, and the panel on the right repeats it on the Assignee row. A line recording the assignment appears in the timeline, naming the team as well if you changed teams. Back in the queue, the Mine tab lists any conversation you assigned to yourself.

Troubleshooting

Symptom	Cause	What to do
The assignee control shows a name but opens no list	The account has no write permission on conversations, so the control renders read-only	Ask an administrator for the conversations admin role
The name snaps back to the previous one	The server refused the request and the console restored the earlier state	Read the error beside the control, reload the page and try again
The team you need is missing from the list	No such team exists in the workspace yet	Ask an administrator to create it, then come back
The conversation vanishes from the queue after assignment	The queue is on the Mine tab and you handed it to somebody else	Switch to the All tab to see it again