Assigning Conversations

Assigning a conversation makes one teammate, or one AI agent, responsible for answering it. The assignee sees it in Assigned to me, everyone else knows it's taken, and reports credit the right person. In Resool you can assign by hand from the conversation header, the list or a bulk selection, add collaborators who help without owning the conversation, and let each channel assign new conversations automatically.

#Before you begin

• You need permission to reply in the Inbox to assign conversations.
• Teammates appear in the list once they've joined the workspace. See Inviting Teammates.
• To assign to an AI agent, your plan must include AI agents and at least one agent must be set up. See AI Agents.

#How to assign a conversation

1. Open the conversation.
2. Click the assignee button in the header. It shows the current assignee, or Unassigned.
3. Pick who should own it:
   • Assign to me.
   • A teammate. Teammates without a team come first, then each team with its members. The dot by each name shows whether they're online, away or offline.
   • An AI agent, under AI Agents.
   • Unassign, to remove the current assignee.
4. Use Search at the top to find someone quickly.

The conversation's timeline records who assigned it to whom.

Screenshot placeholder

Inbox › open a conversation › assignee button in the header

The open Assign menu with the Search box, the AI Agents section with one agent, Assign to me, Unassign, and teammates grouped under two team names, each with avatar and status dot.

File: screenshots/assigning-conversations-menu.png

#Faster ways to assign

• Press A while a conversation is open to assign it to yourself.
• Hover over a conversation in the list, click its quick actions menu, and choose Assign.
• Select several conversations, click Assign in the bottom bar and pick a teammate or Nobody (unassign). See Conversation Views and Filters.

#How to take over from an AI agent

When an AI agent is answering a conversation, the header shows the AI replying badge and a Take over button.

1. Click Take over.
2. The AI stops replying and the conversation is assigned to you.

The timeline records that you took over from the AI. When the AI hands a conversation to your team by itself, it leaves a note such as Handed off: Customer asked for a person. See AI Agent Handoff and Testing.

#How to add collaborators

Collaborators are teammates who follow and help with a conversation without owning it. It appears in their Collaborations view, and Agents can see it even if it belongs to another team.

1. Click the Collaborators icon in the conversation header.
2. Tick the teammates to add. The title shows how many are added, for example Collaborators (2/9).
3. Untick someone to remove them.

A conversation can have up to 9 collaborators. Mentioning a teammate in an internal note can also add them. See Internal Notes and Mentions.

Screenshot placeholder

Inbox › open a conversation › Collaborators icon

The Collaborators menu titled "Collaborators (2/9)" with the search box and a list of teammates, two of them ticked.

File: screenshots/assigning-conversations-collaborators.png

#How automatic assignment works

New conversations can be assigned without anyone lifting a finger. Each channel decides how in its settings.

1. Go to Settings › Channels and open a channel.
2. In its routing settings, pick the team that receives new conversations and an auto-assign method:
   • Off: new conversations stay unassigned.
   • Round robin: conversations are shared out in turn.
   • Least busy agent: each conversation goes to the teammate with the fewest open and pending conversations.

Only teammates whose status is Online and who have Resool open receive conversations automatically. If the channel has no routing team, only teammates who can see all conversations (such as Owners, Admins and Managers) are picked. Set your status from the account menu at the bottom of the left rail. See Channel Settings.

#Notes and limitations

• A conversation has one assignee at a time: a teammate or an AI agent.
• Assigning doesn't change which team a conversation belongs to. Teams come from the channel's routing or from workflows.
• Agents only see conversations assigned to them, routed to their teams, or where they're collaborators. If you assign a conversation to an Agent from another team, they'll see it in Assigned to me.

#FAQ and troubleshooting

#Why aren't new conversations being assigned automatically?

What you can do:

• Check that auto-assign isn't Off in the channel's routing settings.
• Make sure at least one teammate in the routing team is Online.
• Check whether an AI agent is handling the conversation first.

#Why is the AI Agents section empty?

No AI agent is set up yet, or your plan doesn't include AI. If you can manage AI, the menu shows Create AI Agent.

#Can I assign a conversation to a whole team?

Not from the Inbox. Set the routing team on the channel, or use the Assign to step in a workflow.

#What's the difference between the assignee and a collaborator?

The assignee owns the conversation and is expected to reply. Collaborators follow it, get access to it and can help, but it doesn't appear in their Assigned to me.

#What's next?

• Conversation Status, Snooze and Close
• Channel Settings
• Teams
• AI Agents