Customers & Automation
Conversation Assignment
Last updated 19 May 2026
Conversation Assignment
Assign inbox conversations to a specific team member from the conversation header. Assigned conversations route to that person's notifications and surface their name on the inbox row so the team can see who's on what.
Where to find it — Web: Sidebar → Inbox → open a conversation → Assign in the header. Mobile: bottom tab → Inbox → open conversation → Assign.
TL;DR
- Assign action lives in the conversation header, not a separate page.
- Assigning routes future notifications to the assigned team member.
- Assigned name appears on the row in the inbox list so the team has visibility.
- Unassigned conversations stay in the venue-wide queue.
How to assign
- Open Inbox.
- Tap a conversation to open it.
- In the header, tap Assign.
- Pick a team member from the list (or "Unassigned" to remove).
- The change is instant — no save button.
The assigned person's name appears on the conversation row in the list view, on the conversation header in the open view, and in any audit history.
What assignment does
- Routes notifications — new inbound messages on this conversation send push to the assigned person (in addition to owners/managers).
- Adds context — anyone opening the conversation sees who's handling it.
- Filters (planned) — future inbox views will support filtering by assignee.
Assignment does not:
- Restrict who can reply — any team member with inbox access can still send.
- Hide the conversation from others — it stays in the unified inbox.
- Affect AI auto-respond — that runs on its own conversation-level rules regardless of assignment.
When to use assignment
- A customer with an ongoing complaint that needs follow-up — assign to the team member best placed to handle it
- A regular client who only sees one stylist — assign to their usual stylist by default
- A complex booking question that needs a manager's eye — assign to the manager
- Splitting your inbox workload across the team — assign by zone or category
Role access
| Capability | Owner | Manager | Stylist |
|---|---|---|---|
| Assign to themselves | Yes | Yes | Yes |
| Assign to anyone | Yes | Yes | Limited |
| Unassign | Yes | Yes | Yes |
| See who's assigned | Yes | Yes | Yes |
FAQ
How do I assign a conversation to a team member?
Open the conversation and tap Assign in the conversation header. Pick a team member from the list. The conversation routes to their notifications going forward, and the assigned name appears on the conversation row in the inbox list.
Who can assign conversations?
Any team member with inbox access can assign. Owners and managers can assign to anyone; stylists can typically assign to themselves or unassign. The header surface is the same for everyone.
Can a conversation be unassigned?
Yes. Tap Assign again and pick 'Unassigned'. The conversation goes back to the venue-wide queue without a named owner. Stylists keeping their personal queue tidy often unassign on resolution.