Thread assignment

Table of Contents

Thread assignment, explained
Assign a thread
View threads and assignees
Filter threads by assignee or assignment status
Change assignee or unassign a thread
How do I know I was assigned to the thread?

With the thread assignment feature, you can designate a specific team member to handle a chat, SMS or email conversation with a client. This keeps communication organized and ensures no client message is overlooked.

Thread assignment, explained

Thread assignment helps your team manage client communications by designating who’s responsible for each conversation.

Assign thread ownership to keep conversations organized. Assign any chat, SMS, or email thread to yourself or a team member to clarify who’s handling the conversation.
Find your assignments quickly. All your assigned threads appear under Communications > Threads assigned to me. The assignee’s avatar displays in both the thread header and list for easy identification.
Update assignments as needed. Reassign threads to another team member or remove the assignment at any time.
Avoid clutter in notifications. To limit the number of notifications, you can adjust your notification preferences to receive notifications only for assigned threads.

Assign a thread

Note

Anyone with access to the thread can assign it to themselves or another team member with access to the account . Each thread can be assigned to only one team member at a time.

You can assign threads:

In bulk, from the thread list
One by one, from the thread list
When creating a new chat thread
From the Inbox+ notifications
Automatically

In bulk, from the thread list

You can assign Chat and SMS threads in bulk from the Communications section or from a Communication tab of client account:

Select Chats or SMS section, then select checkboxes next to all threads you want to assign.
Select Assign at the top, then select a team member from the list. Active team members with access to the client account appear first. To find a specific team member, use the search field.

Note

Bulk assigning email threads is currently not supported.

One by one, from the thread list

You can assign threads from the Communications section or from a Communication tab of client account:

Select Chats, SMS, or Email section.
Click on the thread you want to assign.
In the thread header, click the assignee field.
Select a team member from the list. Active team members with access to the client account appear first. To find a specific team member, use the search field.

When creating new chat thread

Coming soon!

This feature is currently available for chats threads only. Assignment for new SMS and email threads will be available soon.

When you create a new chat thread with one client or in bulk , you can immediately assign a team member responsible for the communication. To do this, on the New chat screen, select a Thread assignee.

If you create chat threads in bulk and the assignee doesn’t have access to some client accounts, the threads will be created but remain unassigned.

From Inbox+ notifications

When a new message arrives, you can assign the thread directly from your Inbox+ notification:

Click Inbox+ at the top right of your screen.
Find the notification for the new message.
Click the assignee field.
Select a team member from the list. Active team members with access to the client account appear first. To find a specific team member, use the search field.

Assign a thread automatically

You can configure thread assignments directly in your email and chat templates. When these templates are used in automations or for sending messages/emails in bulk, threads will be automatically assigned to the designated team member.

Go to Templates > Firm templates and select either Emails or Chats.
Create a new template or edit an existing one.
In the Thread assignee field, select the team member who should manage conversations created from this template.
Save the template.

When this template is used in a pipeline automation (such as Send email or Send message), the automatically created thread is automatically assigned to the selected team member. They’ll see it in their Threads assigned to me section of Communications page and receive notifications for new messages.

Tip

Thread assignment is independent of who sends the message. For example, you can have an automatic message sent from the job assignee but assign thread management to a different team member, such as a client services coordinator.

View threads and assignees

You can easily handle your assignments from the Communications section. Here, all conversations are organized into two subsections for easier navigation:

a) Threads assigned to me: Shows only threads assigned to you.

b) Followed accounts: Shows all threads from client accounts you have access to.

In the thread list (both in Communications section and within a client account), assigned threads display the assignee’s avatar on the left side of the thread preview. In the thread header, the assignee’s name and avatar appear at the top. If no one is assigned, the header shows Unassigned.

Filter threads by assignee or assignment status

To filter threads by assignment status:

Click Filter at the top-right.

Set up filters. You can filter threads by assignment status or by specific team members. Email threads can be filtered only by assignee.
Click Apply.

Learn more about filters in the dedicated article .

Change assignee or unassign a thread

You can reassign or unassign threads at any time, for example, if the responsible team member is on vacation or out of the office. To do this:

Open the thread you want to reassign.
Click the assignee field in the thread header.
Select a new team member from the list or click Unassign at the bottom of the list.