Assigning and Resolving Conversations
Assigning and Resolving Conversations
A clean queue is a fast queue. These are the core actions every agent uses.
Assignment
Assign a conversation to yourself, another agent, or a team from the conversation header. Turn on auto-assign on typing (in Settings → Conversations) so a conversation claims itself the moment you start replying — and releases again if you don't.
Statuses
| Status | Meaning |
|---|---|
| Open | Needs attention. |
| Pending | Waiting on the customer. |
| Snoozed | Hidden until a time you choose. |
| Resolved | Done. |
- Resolve when you've finished — it clears the conversation from the open queue.
- Reopen if the customer replies again (or the system reopens it for you).
- Snooze to hide a conversation until a follow-up time.
Avoiding double replies
When you open a conversation, other agents see an "agent is viewing" badge, and your typing shows a live indicator. This soft lock prevents two people from answering the same customer.
Labels & notes
Add labels to categorise conversations, and leave internal notes on a contact that only your team can see. Both make it easier to filter and hand off work.
Which of these actions each role can perform is configurable under Settings → Permissions.