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Assignment puts the right conversation in front of the right person. You can assign manually in the Inbox, from a Flow action, or with auto-assign rules.

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Create an Inbox team

1

Open team settings

Go to Settings → Admin → Manage (Inbox team) (wording may vary slightly in your workspace).
2

Add a team

Click Add, name the team, and select members.
3

Save

Teams become available in the Inbox assign picker and in Flow assign actions.

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Assign from the Inbox

  1. Open the conversation.
  2. Click Assign conversation.
  3. Choose an admin or an Inbox team.

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Assign from a Flow

Add Action → Inbox → Assign conversation and select an admin or team. Use this after qualification, keyword “human”, or a failed AI path.

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Auto-assign

Auto-assign distributes new human conversations to available agents.

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Success and failure paths

In Flow Builder, auto-assign exposes:
  • Success — an admin was available; continue (notify, tag, etc.)
  • Failure — nobody available; send an away message, queue, or fallback Flow
Pair auto-assign with a clear unavailable message so contacts know when a human will reply.

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Next

Transfer human/bot

Pause or resume automation for a thread.

Filter conversations

Find unassigned and human-folder chats fast.