Getting started
Assign conversations to agents
Give a conversation to one agent, find your own work with the Mine tab, and hand off a thread without losing it.
An assignee is the agent who owns a conversation. Your team can see at once who works on which thread. Each conversation has one assignee or no assignee. Any agent can assign a conversation to any other agent who has access to the brand of that conversation.
Assign a conversation
- Open the inbox.
- Select the conversation.
- Find the Assignee list at the top of the thread.
- Select the name of an agent.
- To work on the conversation yourself, select Assign to me.
- To remove the owner, select Unassigned in the Assignee list.
NOTE: The Assignee list shows only agents who can open the brand of the conversation. An agent who has access to other brands only does not show in the list.
Find your own work
The inbox has a second row of tabs: Mine, Unassigned and Everyone. Mine shows the conversations that are assigned to you. Unassigned shows the conversations that nobody owns yet. Everyone shows all conversations. The inbox remembers your last choice on this device.
Each conversation in the list shows the initials of its assignee. If nobody owns the conversation, the list shows the word Unassigned.
Assignment after your first reply
When you send a public reply to a conversation that has no assignee, OHSupport assigns the conversation to you. This makes sure that a customer who gets an answer also has an owner. An internal note does not change the assignee. A reply to a conversation that already has an assignee does not change the assignee.
Hand off a conversation
To hand off a conversation, select a different agent in the Assignee list. The full thread stays in the conversation. The new agent can read each message and each internal note. The customer does not get a message about the change.
A good practice is to write an internal note before you hand off. In the note, tell the new agent what you did and what must happen next.
Use assignment from your own application
- Send a PATCH request with assigneeId to change the assignee. Send null to remove it.
- Use the query assignee with the value me, unassigned or an agent id to filter the list.
- Subscribe to the event conversation.assigned to get a message each time the assignee changes.
If you need help, write to support@ohsupport.app.