Conversation Controls

Tools for managing the queue without opening every conversation. Use them to keep assignment and status accurate at a glance.

Control	What it does
View all conversations	Shows the full list for the active channel.
Assign conversation	Give ownership to a teammate. Clear ownership prevents duplicate replies.
Unassigned filter	Shows conversations with no owner — use it to pick up new or missed queries.
Open conversations	Active threads that need attention. Your primary working queue.
Resolved / Closed	Completed conversations. Useful for Review or confirming outcomes.
Archive	Move conversations out of the active queue without deleting history.
Block contact	Prevent a contact from sending further messages. Use sparingly and per policy.
Remove assignment	Clear the owner so the conversation returns to the unassigned pool.

Why this matters

These controls keep queue management fast and workload organized — less manual filtering, faster response, and clearer ownership for the next shift.

Pair assignment changes with a Note — e.g., “Customer asked to be called after 5 PM” — so the next owner has context immediately.

Last modified on August 28, 2026