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What it is for

Each conversation can have an owner. That way the team knows who is handling it. When the matter is finished, you resolve the conversation.

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Who can do it

  • Claim a conversation with no owner: anyone with access to the inbox.
  • Assign to someone else and Transfer: Owner, Admin and Supervisor. The screen warns: “Only Owner, Admin and Supervisor can transfer.”
  • Resolve: the conversation owner or an administrator. The Operator can only resolve conversations they own.
  • Return to queue: the owner themselves or a manager.

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Where to click

At the top of the open conversation are the owner’s name (or Unassigned), the Resolve button and the More actions menu.

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Step by step

1

Take over or assign

In the Waiting tab, click Claim on the row or on the conversation banner. To choose someone else, click the owner, search for the member and select them. The Assign to me and Return to queue options are in the same place.
2

Transfer, if needed

Open Transfer this customer. Choose To whom (a person or The queue (Waiting)) and, if the customer has more than one number, On which number. The Reason (required) comes from a list: The customer asked for another rep, Team change or Other (in that case, tell us the reason). If you want, leave a Note for the receiver. Check Take along to also send the open deals and tasks. Click Transfer.
3

Resolve

Click Resolve and confirm. The shortcut is Ctrl (or ⌘) + Shift + R. Check Don’t ask again if you do not want the confirmation.
4

Undo or reopen

Right after resolving, Conversation resolved appears with Undo for a few seconds. After that, under Resolved, use Reopen on the banner above the message field.

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What happens next

  • The conversation leaves Mine and goes to Resolved. If the customer writes again, it reopens and goes back to Waiting.
  • Replying to a resolved conversation also reopens it. If it had no owner, it is assigned to whoever replied or reopened it.
  • Changing the owner applies to the contact in all conversations, in the Kanban and in tasks. The transfer is recorded in the customer’s owner history and in the audit log, and the person who lost the customer gets a notice.
  • Resolving an individual conversation notifies the customer according to the setup (for example, a satisfaction survey). In bulk actions, this option comes unchecked. See Bulk actions.

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Common errors

  • Only the conversation owner or an administrator can resolve. The button is disabled; ask the owner or an administrator.
  • Only the Owner, Admins and Supervisors can assign to other agents. Use Assign to me or ask a manager.
  • This lead was already claimed by another agent. Someone else was faster; leave an internal note.
  • Couldn’t transfer. Nothing changed; try again.
  • Couldn’t resolve. Check your connection and try again.

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Next step