Conversation settings

These are workspace-wide policies that apply to every agent (not personal per-browser preferences). Manage them under Settings → Conversations (requires the Conversation settings permission).

What you can control

• Allow resolving conversations — whether agents can mark conversations as resolved.
• Auto mark as read — automatically clear the unread count when an agent opens a conversation, instead of requiring a manual "mark read".
• Allow assigning to others — let agents assign conversations to other agents or teams (turn off to keep everyone on their own).
• Auto-assign on typing — when an agent starts typing in an unassigned conversation, claim it for them automatically. The claim is temporary and is released if they don't actually reply, so conversations don't get stuck on someone who was only looking.

Change a setting and it takes effect for all agents immediately.

These policies pair well with Automation rules (for example, auto-assigning by channel or business hours) and SLA handling. Use conversation settings for the always-on defaults, and automations for conditional behaviour.