Assign Conversations
Make ownership visible when a conversation needs a person—and give every handoff a responsible owner, usable context and a verified next action.
Assign the owner, preserve the context and verify the handoff
Open the conversation, select an active team member or monitored queue, confirm that the owner has access and knows the response expectation, then record the next action. Assignment shows intended ownership; it does not by itself pause the AI Agent, send a reply or prove the handoff was completed.
Know what assignment changes—and what it does not
An assignment places visible responsibility on a person or queue. It is one part of a complete handoff, not a substitute for the response, supporting context, automation control or completion check.
The visible person or queue responsible for the conversation.
The owner reviewed it and completed the next action.
Whether automated replies continue for that contact.
The human owner and the condition for resuming.
The next action, due date or supporting human context.
That the assigned person can access and use the context.
Awareness through the account's configured alert method.
Receipt, review and action—not merely delivery of an alert.
Assign one conversation
Use this workflow when a specific conversation needs a person. The control name and location can vary with account version and permissions.
Select the correct conversation
Read the request and AI status
Select an active team member
Add the next action if needed
Verify access and awareness
The person can access the account and is eligible to receive new work.
The person understands the service expectation and can act within the required time.
Do not send new assignments to members who should no longer receive account work.
Use the approved fallback or reassign before the absence creates an uncovered queue.
Give the owner enough context to act
The conversation should remain the evidence source. Add structured context only when it helps the next owner understand the customer, the reason for escalation and the required outcome without guessing.
Identity and channel
Name, safe contact reference, channel and source when they matter to the next action.
Confirm the correct contactInterest and qualification
Relevant product or service, approved qualification answers and current intent.
Preserve only useful factsProgress and reason
Booking, estimate, application or purchase status plus the reason a person should take over.
State what already happenedRecommended next step
The responsible action, due time, customer expectation and condition for completion.
Make the destination explicitKeep automatic routing separate from confirmed ownership
When the AI Agent identifies a handoff condition, the conversation can be flagged for human attention and may receive a fallback owner according to the account configuration.
Flag and route
A human-alert rule can identify the conversation and send it toward the configured fallback.
Review and act
A person or monitored queue still needs to see the work, accept responsibility and complete the next action.
Keep the deliberate assignment unless the team intentionally changes it.
Confirm automation did not overwrite the intended owner.
Route to the configured fallback when no specific owner exists.
Verify the fallback queue is actively monitored.
Use only eligible, available members in the approved assignment pool.
Check absences, suspended members and workload balance.
Pair assignment with human-attention and AI-status review.
An assignee name must not hide urgency or an active AI conflict.
Change ownership deliberately
Reassign when responsibility changes, not merely to make a queue look empty. Before applying one assignment to several conversations, confirm that the selected records truly belong with the same owner and service expectation.
Set the intended filter
Narrow the queue by the relevant owner, status, channel, tag or work type before selecting records.
Confirm the selection
Review the count and inspect representative conversations before changing ownership.
Apply once
Select the correct active member or queue and avoid repeating the action while processing.
Spot-check results
Open several updated conversations and confirm that assignment, context and urgency remain correct.
Responsibility actually changed
A shift ended, the case needs another skill, access changed, a person is away or the original owner transferred the work.
The queue looks busy
Moving work without a real owner, available capacity or preserved context can hide the backlog rather than resolve it.
Build an assignment pool with real coverage
Some accounts can spread new contacts across eligible team members. Before enabling or relying on distribution, define who belongs in the pool, how availability is handled and where work goes when a person is away.
Has account access, understands the queue and is approved to receive that type of conversation.
Can respond within the operating expectation without creating stale assigned work.
Must not remain in the assignment pool or receive new distributed conversations.
A monitored queue or alternate owner catches work during absences and availability gaps.
Filter by assignee without hiding risk
Team members should review their own assigned view. Managers can use the same filter to find overloaded, stale or uncovered queues—but should pair ownership with urgency and AI-status checks.
Which conversations require my next action?
Acknowledge, act, record the outcome and close only when complete.
What work has no visible owner?
Route it to an active person or monitored fallback.
Which conversations need prompt judgment or intervention?
Check the handoff reason, pause state and service expectation.
Which human-led conversations may be stalled?
Confirm the owner, next action and safe resume condition.
Redistribute before work goes stale
Review the owner's active volume, priority and capacity; then move specific responsibilities with context.
Do not assume it is healthy
Check age, unresolved human alerts, paused AI and incomplete next actions—not just the conversation count.
Define the rules around every assignment
Assignments work when the team agrees on escalation ownership, response expectations, absence coverage, automation control and the evidence required before work is closed.
- Define escalation ownership.Document who receives each type of human request, exception or sensitive case.
- Set an internal response expectation.Give each queue a realistic review cadence and target for acknowledging work.
- Coordinate AI status.Pause the AI Agent during sensitive human handling and record the safe resume condition.
- Record the next action and due time.Use visible context that another authorized person can understand and continue.
- Cover absences before they happen.Reassign active responsibilities or use a monitored fallback before a shift or role change.
- Verify completion.Close or archive only after the approved action is complete and the outcome is recorded.
Resolve common assignment problems
Check access and member status
Confirm that the person belongs to the account, remains active, has the required permissions and is eligible for the queue.
Check awareness and capacity
Verify notification settings, queue-review habits, response expectations and whether the owner is available.
Inspect routing and fallback rules
Confirm the assignment pool, manual-owner protection, human-alert configuration and absence coverage.
Preserve the selection evidence
Record the filter, count and examples, correct the intended records carefully, and spot-check before another bulk action.
Conversation assignment questions
Does assigning a conversation notify the person?
Notification behavior depends on the account and the person's configured settings. Treat assignment and notification as separate checks, then confirm the owner actually reviewed the conversation.
Does assignment automatically pause the AI Agent?
No. Assignment and per-contact AI status are separate controls. When a person is taking over, verify whether the AI Agent should be paused and define when it can safely resume.
Can I assign several conversations at once?
When bulk assignment is available, confirm the filter, selected count, intended active owner and shared service expectation. Apply the change once and spot-check several results.
Should automatic distribution overwrite a manual owner?
No, not as a routine operating rule. A deliberate existing assignment should remain the ownership source unless your team intentionally changes it.
When is a handoff complete?
When the responsible person has reviewed the conversation, completed or advanced the approved next action, recorded the outcome and left no unclear ownership or customer expectation.
Send the conversation and intended ownership result
Include the ConvoRev account, channel, safe contact reference, conversation time, current and intended assignee, AI status, relevant filter or routing rule, observed behavior and expected result. Remove credentials and unnecessary private customer information.